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 ResponsibilitiesClient Resolution & RetentionLead structured resolution calls with clients experiencing dissatisfaction or considering cancellationIdentify underlying concerns, goals, and expectation gaps through direct and empathetic conversationRebuild clarity, confidence, and alignment with the program when appropriateNegotiate and secure the strongest mutually beneficial outcome, with a focus on retention and value preservationFinalize agreed resolutions live on the call, including documentation and next stepsPre-Call Case ReviewReview client history, expectations, and submitted concerns prior to each callAssess the full client journey across marketing, sales, onboarding, and coachingIdentify potential expectation gaps, communication breakdowns, or process issuesConfirm attendance through proactive outreachQuality Assurance & Root Cause AnalysisConduct end-to-end case audits to determine where friction occurredEvaluate alignment across:Sales expectations and positioningCoaching delivery and documentationCommunication standards and response timesSubmit structured reports outlining:Root cause analysisRecommended client resolution pathwaysProcess improvement opportunitiesProcess Improvement & InsightsIdentify patterns and trends impacting client satisfactionProvide actionable feedback to leadership across marketing, sales, and fulfillmentEnsure accurate documentation of outcomes, contracts, and CRM updatesEmotional 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 boundariesAble to acknowledge a client’s situation without allowing emotions to override agreed terms or business standardsComfortable having clear, direct conversations that reset expectations when necessaryAble to make objective decisions based on agreements, policies, and long-term client outcomesEmotionally resilient and not easily influenced by high-pressure or highly emotional interactionsSuccess in this role requires the ability to balance empathy with accountability—supporting clients while maintaining fairness, consistency, and integrity in every decision.RequirementsWhat Success Looks LikeStrong retention and revenue preservationClear, confident conversations—even in emotionally charged situationsHigh-quality documentation and operational insightsMeasurable improvements to the client experience across the businessIdeal Candidate BackgroundExperience in retention, sales, customer success, account management, or dispute resolutionStrong objection handling and negotiation skillsCalm, decisive, and highly organizedComfortable operating in high-responsibility, high-accountability environmentsBenefitsCompensation StructureOTE 120k - 180k+ Negotiable based on experiencePerformance incentives tied to retained revenue and successful resolutions

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