Account Manager - Retention Representative

Account Manager – Retention Representative

We are seeking a motivated Account Manager – Retention Representative to join our client's team in Lawrenceville, GA. This role is responsible for proactively engaging customers throughout their contract lifecycle to maximize retention, reduce turnover, and uncover upsell opportunities. You will play a key role in strengthening customer relationships, resolving concerns, and driving long-term value. This role offers a hybrid schedule with two days per week working from home, and the opportunity to convert to a permanent position with added commission.

Key Responsibilities

• Proactive Customer Outreach
• Initiate outbound calls to renewal accounts.
• Build and maintain strong customer relationships throughout the lifecycle.
• Retention & Save Activities
• Conduct needs assessments to understand customer concerns and cancellation risks.
• Present tailored solutions or offers that address customer needs and encourage renewal.
• Handle objections with professionalism and empathy.
• Upsell & Cross-Sell
• Identify opportunities to upsell or cross-sell.
• Educate customers on features and add-ons that enhance business outcomes.
• Account Management
• Maintain accurate documentation of customer interactions within Salesforce CRM.
• Record call outcomes, next steps, and customer commitments.
• Conduct follow-up calls to ensure issues are resolved and satisfaction is maintained.
• Collaboration & Continuous Improvement
• Work closely with internal teams to share insights and improve overall retention strategy.
• Participate in team meetings focused on performance review, trend analysis, and best practices.
• Reporting & KPIs
• Track call activity, retention results, and reasons for unsuccessful saves.
• Meet or exceed KPIs related to retention rate, upsells, and customer satisfaction.

Qualifications

1–3 years of experience in B2B sales, account management, or retention roles.

Proven success managing renewal and upsell conversations with business decision-makers.

Strong verbal and written communication, active listening, and objection-handling skills.

Experience using Salesforce CRM.

Ability to work independently in a fast-paced, high-volume environment.

Strong organizational and time-management skills.

Familiarity with churn reduction strategies or renewal processes.

Knowledge of ERP solutions.

Experience with consultative sales frameworks.