Client Resolution & Retention Specialist

We’re looking for a confident, solutions-oriented professional who can step into high-stakes client situations and turn challenges into positive outcomes. This role sits at the intersection of customer experience, quality assurance, and revenue protection. You’ll work with clients who are at risk of canceling, identify what went wrong (if anything), and lead clear, outcome-focused conversations that restore trust, reset expectations, and drive the best possible resolution for both the client and the business.

This is a strategic role for someone who is calm under pressure, emotionally steady, commercially minded, and committed to improving systems—not just handling conversations.
Key Responsibilities

Client Resolution & Retention
• Lead structured resolution calls with clients experiencing dissatisfaction or considering cancellation
• Identify underlying concerns, goals, and expectation gaps through direct and empathetic conversation
• Rebuild clarity, confidence, and alignment with the program when appropriate
• Negotiate and secure the strongest mutually beneficial outcome, with a focus on retention and value preservation
• Finalize agreed resolutions live on the call, including documentation and next steps

Pre-Call Case Review
• Review client history, expectations, and submitted concerns prior to each call
• Assess the full client journey across marketing, sales, onboarding, and coaching
• Identify potential expectation gaps, communication breakdowns, or process issues
• Confirm attendance through proactive outreach

Quality Assurance & Root Cause Analysis
• Conduct end-to-end case audits to determine where friction occurred
• Evaluate alignment across:
• Sales expectations and positioning
• Coaching delivery and documentation
• Communication standards and response times
• Submit structured reports outlining:
• Root cause analysis
• Recommended client resolution pathways
• Process improvement opportunities

Process Improvement & Insights
• Identify patterns and trends impacting client satisfaction
• Provide actionable feedback to leadership across marketing, sales, and fulfillment
• Ensure accurate documentation of outcomes, contracts, and CRM updates
Emotional Resilience & Decision Framework (Important)

This role regularly involves clients navigating personal challenges such as financial stress, career changes, or major life events. The ideal candidate is:
• Compassionate, but grounded in logic and professional boundaries
• Able to acknowledge a client’s situation without allowing emotions to override agreed terms or business standards
• Comfortable having clear, direct conversations that reset expectations when necessary
• Able to make objective decisions based on agreements, policies, and long-term client outcomes
• Emotionally resilient and not easily influenced by high-pressure or highly emotional interactions

Success in this role requires the ability to balance empathy with accountability—supporting clients while maintaining fairness, consistency, and integrity in every decision.

What Success Looks Like
• Strong retention and revenue preservation
• Clear, confident conversations—even in emotionally charged situations
• High-quality documentation and operational insights
• Measurable improvements to the client experience across the business

Ideal Candidate Background
• Experience in retention, sales, customer success, account management, or dispute resolution
• Strong objection handling and negotiation skills
• Calm, decisive, and highly organized
• Comfortable operating in high-responsibility, high-accountability environments

Compensation Structure
• OTE 120k - 180k+ Negotiable based on experience
• Performance incentives tied to retained revenue and successful resolutions

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