Retention Specialist US Process

Why This Role Exists

Customers hesitate. Projects stall. Pipelines die without ownership.

This role exists to retain customers, move live projects forward, and prevent fallout across the entire post-sale lifecycle. You will function as the project owner for assigned customer accounts, responsible for execution, communication, and forward momentum.

What You Will Own

You are accountable for assigned customer projects end-to-end.

Your responsibilities include:
• Managing customer projects through defined pipeline stages
• Acting as the primary point of contact for customers once friction appears
• Driving next steps, approvals, and decisions to keep projects moving
• Handling objections, delays, and cancellation risks directly
• Coordinating with sales, operations, and external partners
• Enforcing timelines and commitments across all stakeholders
• Escalating issues with context and proposed resolution
• Maintaining accurate project and pipeline status

If a project stalls or cancels, you are expected to know exactly why.

This Is a Customer-Facing Project Ownership Role

Daily outbound calls are required.

You will:
• Run customer conversations with authority and professionalism
• Manage multiple live projects simultaneously
• Control timelines rather than react to delays
• Navigate uncomfortable conversations without losing composure

This is project management through execution, not documentation.