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Job Description
Roles & Responsibilities
The Job in a Nutshell
As a Retention Specialist, you will play a critical role in proactively engaging a large portfolio of long-tail customers driving timely renewals, reducing churn, and ensuring a smooth subscription experience. You will work independently of our Customer Success team, focusing on outbound communication, pattern recognition, and tactical customer interventions based on renewal triggers.
What Will You Do
- Manage a portfolio of ~500 accounts.
- Conduct proactive, outbound outreach (calls, emails, CRM tasks) to customers approaching renewal.
- Guide customers through the renewal process, addressing common objections and barriers.
- Investigate and understand churn reasons such as business closure or dissatisfaction with service.
- Collaborate cross-functionally to solve product or support-related concerns when they affect retention.
- Maintain accurate CRM records and ensure all renewal stages are tracked in Salesforce.
- Monitor and analyze churn trends, suggesting data-driven improvements to outreach strategies.
- Meet or exceed individual and team churn reduction targets.
Desired Candidate Profile
What Are We Looking For
- 2 4 years of experience in customer retention, inside sales, renewals, or customer success.
- Proven success in reducing churn or driving subscription renewals in a SaaS or tech-driven environment.
- Strong communication and objection-handling skills.
- Ability to manage high volumes of accounts with precision and empathy.
- Familiarity with Salesforce or similar CRMs able to navigate and log updates independently.
- Analytical mindset with the ability to spot trends and propose process improvements.
- Self-motivated, organized, and resilient in a fast-paced, metric-driven team.
Company Industry
- IT - Software Services
Department / Functional Area
- Sales
- Business Development
Keywords
- Retention Specialist
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Foodics
We Are Foodics! a leading restaurant management ecosystem and payment tech provider. Founded in 2014 with headquarter in Riyadh and offices across 5 countries, including UAE, Egypt, Jordan and Kuwait. We are currently serving customers and partners in over 35 different countries worldwide. Our innovative products have successfully processed over 6 billion (yes, billion with a B) orders so far! making Foodics one of the most rapidly evolving SaaS companies to ever emerge from the MENA region. Also Foodics has achieved three rounds of funding, with the latest raising $170 million in the largest SaaS funding round in MENA, boosting its innovation capabilities to better serve business owners.