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International Workplace Group plc · 1 week ago

Account Manager Retention

United States

Full-time

Remote

Mid Level

International Workplace Group plc is the world’s largest provider of flexible workplace solutions, offering a range of products and services for individuals and companies. The Account Manager - Retention will engage with customers to understand their reasons for termination, provide solutions to retain their business, and ensure a positive customer experience through effective communication and sales strategies.

CommercialVirtual Workforce

Responsibilities

Speak with customers who have indicated a desire to cancel their service or need help with an upcoming renewal, listen to their feedback, communicate the value of remaining an IWG customer, and design solutions to help them remain onboard

Provide personalized, positive support that aligns with our company brand and voice, directly impacting our customer retention

Handle inbound and outbound calls and other methods of communication (e.g. email) to existing customers including follow-up calls to understand, educate, and renew business

Manage sales and renewal process: lead/enquiry management, sell all product lines and close deals

Work efficiently (high volume) and effectively (good sales and customer feedback) on all Key Performance Indicators in line with company procedures and guidelines

Take ownership of your results by driving high quality customer service resulting in meeting or exceeding the monthly goals associated with the Retention role every month

Accurately record results and notes clearly in all relevant systems

Recommend improvements that will positively impact sales and efficiency

Perform other duties as assigned

Qualification

Sales skillsCustomer serviceNegotiation skillsCRM systemsMS OfficeMultitaskingCommunication skillsAttention to detailTime management

Required

Rounded sales and service skills (Not a pure “cold caller”) and hunger to learn and develop themselves

Professional and clear communication skills with the ability to build rapport with a customer quickly over the phone. (Excellent telephone demeanor)

Supports business unit's goals and demonstrates positive attitude toward others; will assist in all areas as needed

Proven negotiation skills

Attention to detail

Efficient Time and Pipeline management skills

Ability to multitask

Intermediate level of MS office; Word, Excel, PowerPoint and Outlook

Maintains high productivity/activity level

Flexibility to work the hours required. (Can involve early and late shifts)

Willingness to go beyond the job description to meet business goals

Preferred

Familiarity with CRM systems a plus

Company

International Workplace Group plc

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IWG: the world’s leading platform for work, revolutionising how and where people work IWG (International Workplace Group) is the global leader in hybrid and platform working.

Founded in 1989