Retention Specialist

Description

Retention Specialist

Job Title: Retention Specialist
Reports to: Sales Operations Manager
Location: Remote
Department: Sales Operations
Summary Job Description

The Retention Specialist serves as a key resource responsible for protecting recurring revenue and strengthening client relationships by managing the renewal process for software, support agreements, and subscription services across the InSource portfolio. This role owns the coordination, preparation, and execution of renewals while ensuring a seamless and positive client experience.

A critical component of this role is proactive client engagement, identifying at-risk accounts, and collaborating cross-functionally with Account Managers, Sales Operations, Finance, and vendor partners to drive successful renewal outcomes and reduce churn. The Retention Specialist is responsible for building accurate renewal quotes, maintaining data integrity, and ensuring timely follow-up to support revenue retention.

The ideal candidate is highly organized, detail-oriented, and comfortable managing multiple priorities while maintaining strong client communication. This individual will take ownership of renewal workflows, support retention strategies, and contribute to continuous process improvement within Sales Operations.
Essential Job Functions, Responsibilities & Requirements (not limited to):

• Own the end-to-end renewal process from initial outreach through closure, ensuring timely and accurate execution

• Track and manage upcoming renewals using internal systems and vendor portals

• Prepare, validate, and deliver accurate renewal quotes in alignment with vendor pricing and internal SOPs

• Proactively engage clients ahead of renewal deadlines to drive timely decisions and reduce churn

• Identify at-risk accounts and support retention strategies in collaboration with Account Managers

• Build and maintain strong client relationships, serving as a primary point of contact for renewal-related inquiries

• Maintain accuracy and integrity of all renewal data within NetSuite and CRM systems

• Collaborate cross-functionally with Account Managers, Finance, Order Entry, and vendors to ensure smooth processing

• Ensure consistent follow-up and communication with clients and internal stakeholders until renewals are closed

• Monitor vendor systems for pricing updates, contract changes, and renewal requirements

• Support forecasting and reporting by maintaining accurate renewal pipeline data

• Contribute to process improvements to enhance efficiency, client experience, and retention outcomes

• Respond to client inquiries promptly and professionally, working to resolve issues and improve satisfaction

• Manage multiple renewals simultaneously while maintaining strong attention to detail and organization
Required Qualifications & Experience

• Bachelor's degree in Business or a related field

• 1+ year of experience in sales, quoting, retention, or a similar role

• Hands-on experience with NetSuite

• Advanced proficiency in Microsoft Excel, including formulas, data manipulation, and analysis

• Experience working with CRM/ERP systems and maintaining accurate data

• Ability to interpret and work with complex software licensing, pricing models, and contract terms

• Strong ability to manage multiple priorities in a fast-paced environment
Key Skills & Competencies

• Strong organizational and time management skills

• Excellent written and verbal communication skills

• High attention to detail and accuracy

• Customer-focused mindset with strong relationship-building skills

• Problem-solving and critical thinking abilities

• Ability to work independently and collaborate across teams

• Proactive approach to follow-up and task ownership
Preferred Qualifications

• Experience with ConnectWise or similar systems

• Familiarity with software licensing, subscriptions, or support agreements

• Exposure to IT, software, or industrial automation environments

Supervisory Responsibility: None

Work Conditions: General office environment - remote