Kelly · 4 hours ago
Account Manager - Retention Representative
Lawrenceville, GA
Full-time
Hybrid
Entry, Mid Level
$80K/yr - $90K/yr
1+ years expKelly is seeking a motivated Account Manager – Retention Representative to join their 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.
OutsourcingProfessional Services
No H1B
Responsibilities
Initiate outbound calls to renewal accounts
Build and maintain strong customer relationships throughout the lifecycle
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
Identify opportunities to upsell or cross-sell
Educate customers on features and add-ons that enhance business outcomes
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
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
Track call activity, retention results, and reasons for unsuccessful saves
Meet or exceed KPIs related to retention rate, upsells, and customer satisfaction
Qualification
Required
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
Preferred
Familiarity with churn reduction strategies or renewal processes
Knowledge of ERP solutions
Experience with consultative sales frameworks
Benefits
Medical
Dental
Vision
Telemedicine
Term life
Whole life
Accident insurance
Critical illness
A legal plan
Short-term disability
Retirement savings plan
Service bonus
Holiday pay plans (earn up to eight paid holidays per benefit year)
Transit spending account
Paid sick leave under the applicable state or local plan
Company
Kelly
We’ve been helping organizations find the people they need longer than any other company in the world.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1978-01-13IPO
Leadership Team
Chris Layden
Chief Executive Officer
N
Nicholas Zuhlke
Vice President, Controller, and Chief Accounting Officer
Recent News
Kelly Services, Inc.
2025-11-08
2025-11-08
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