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Description

BizIQ is seeking a results-driven Retention Specialist with top-notch digital marketing skills to join our Customer Success Department. In this role, you will be responsible for leading retention efforts, managing cancel requests, and addressing customer issues to maximize client retention and satisfaction. The Digital Marketing Retention Specialist will develop strategies, implement initiatives, and collaborate cross-functionally to achieve retention goals and foster long-term client relationships.

About The Company

At BizIQ, our mission is to accelerate business growth through innovative and affordable digital marketing solutions. We are a trusted Google Featured Partner, with a record of helping over 36,000 small businesses enhance their online presence. Recognized for our award-winning culture and listed on the Inc 5000 as one of the fastest-growing companies, we hold an A+ BBB rating. Our vision is to impact 150,000 businesses, built on core values like Growth Mindset, Results Oriented, Innovative, Inspirational, Accountable, and Transparency.

Objectives

1. Create and execute retention strategies to minimize churn and increase retention.
2. Oversee cancel requests, analyze reasons, and implement retention tactics.
3. Address and resolve customer issues promptly, collaborating with internal teams.
4. Meet or exceed retention targets by monitoring metrics and implementing proactive measures.
5. Build and maintain strong client relationships, understanding their needs.
6. Continuously improve retention processes based on feedback and metrics.
7. Prepare and present reports on retention metrics and initiatives.
8. Assist with onboarding, peer training, and knowledge sharing for new hires.
9. Present company services effectively using tools like PowerPoint or Google Slides.
10. Participate in special projects supporting team and company goals.

Competencies

1. Expertise in Digital Marketing, Local SEO, Organic SEO, PPC.
2. Proven success in developing retention strategies and achieving targets.
3. Excellent problem-solving and troubleshooting skills.
4. Strong communication skills, able to explain technical concepts clearly.
5. Customer-centric mindset with a passion for service.
6. Ability to manage multiple priorities in a fast-paced environment.
7. Strong analytical skills and data-driven decision-making.
8. Proficiency in CRM software and Microsoft Office; experience with analytics tools is a plus.
9. Commitment to continuous learning and industry trends.
10. Technical background in web development languages and CMS platforms.

Experience And Education

1. 5+ years in retention management, customer success, or related roles.
2. 5+ years in digital marketing or tech company preferred.
3. Bachelor’s degree in Business, Marketing, Communications, or related; certifications or relevant experience may substitute.

Physical Requirements

1. Prolonged sitting and working on a computer.
2. Attending or presenting on video calls with camera on.
3. Reasonable accommodations available for individuals with disabilities.

Company Benefits & Perks

1. Health benefits including medical, dental, vision, life, and disability insurance.
2. Paid Time Off: 15 days annually, plus holidays.
3. Retirement plan: 401K.
4. Parental leave and a supportive workplace culture.
5. Recognition program with rewards like Amazon gift cards.
6. Dynamic, fun work environment with no travel required.

Commitment to Diversity

BizIQ is an equal opportunity employer committed to diversity and inclusion. We value a staff reflective of our community and hire talent regardless of race, color, religion, age, gender, sexual orientation, disability, or other protected classes. We foster an inclusive environment in all interactions.

Salary Range: $55,000 - $75,000

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Marketing and Sales

Industries

• Advertising Services