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The Client Retention Specialist serves as a trusted advisor and escalation point for merchants using the client's POS solutions. This role focuses on strengthening client relationships, reducing churn, and driving long-term satisfaction through advanced support, account management, and retention strategies.

Hours of Operation :

Monday - Friday 8am-7pm CST Key Responsibilities Act as the primary point of contact for escalated merchant issues related to products. Analyze client account activity, payment processing trends, and system usage to proactively identify churn risks. Partner with merchants to resolve technical, billing, and product-related concerns impacting retention. Deliver tailored solutions, product education, and upsell or cross-sell opportunities. Collaborate with Technical Support, Sales, and Product teams to fully address client needs. Document client interactions, resolutions, and retention strategies in CRM tools. Track and report retention metrics, including churn drivers and resolution outcomes. Maintain expert-level knowledge of client products, integrations, and value propositions

Work Location:

In person