Retention Specialist

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BizIQ - Smart Growth Marketing

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

📣 Marketing

🤝 B2B

☁️ SaaS

Marketing • B2B • SaaS

BizIQ is a digital marketing agency specializing in helping small businesses grow through comprehensive local and organic search engine optimization (SEO), pay-per-click (PPC) advertising, social media management, and website design services. With a focus on local SEO and reputation management, BizIQ aims to enhance a company's online presence to attract more local customers and increase brand visibility. They offer a variety of digital marketing packages personalized to meet the unique needs of their clients, ultimately driving customer growth through targeted online strategies. BizIQ has successfully assisted over 33,000 businesses, tailoring their services to ensure performance-based results and client satisfaction.

📋 Description

• Handle cancellation, refund, and escalation requests with empathy and professionalism, identifying root causes and using SEO and campaign data to demonstrate value and retain clients. • Conduct proactive outbound win-back efforts with recently cancelled clients, rebuilding trust and addressing concerns through consultative communication. • Develop and execute retention strategies that reduce churn and increase client loyalty. • Use SEO, campaign analytics, and local search reporting to educate clients on performance and demonstrate BizIQ's value. • Maintain accurate CRM records and organized follow-up queues for at-risk and cancelled clients. • Build trusted client relationships by proactively understanding business needs and addressing concerns before escalation. • Collaborate with Account Management, Sales, and Product teams to resolve issues and improve the client experience. • Analyze retention and cancellation trends and provide insights to leadership to improve retention strategies, services, and communications. • Stay current on SEO, Google updates, local search, and digital marketing trends. • Present BizIQ's services and value confidently using presentation tools and video.

🎯 Requirements

• 5+ years of experience in digital marketing or SEO, including local search, Google Business Profile, and explaining campaign performance to clients. • 5+ years of experience in retention, customer success, account management, or a related client-facing role with demonstrated retention results. • Experience working directly with small business owners and understanding their needs, budgets, and retention drivers. • Experience handling cancellations, escalations, and win-back opportunities in high-emotion situations. • Experience using CRM platforms to manage contacts, follow-ups, and retention outcomes. • Digital marketing agency or SaaS experience serving SMB clients strongly preferred. • Big Plus: Bachelor's degree in Business Administration, Marketing, Communications, or related field. • Plus: Google certifications (Analytics, Ads, or Google Business Profile)

🏖️ Benefits

• Four Medical plans (with Company HSA Contribution) • MetLife Dental plans • Vision plan • Life Insurance • Disability Insurance and more • 15 days of PTO accrued annually • 6 paid holidays • 4 floating holidays • 401K • Inclusive and supportive parental leave policy • Peer-to-peer Recognition: A rewards program where you can receive weekly prizes Including Amazon gift cards or other prices. • Award Winning Culture: A fun, energetic workplace, with a supportive atmosphere, no traveling required