SPECTRIO LLC - Retention Specialist
SPECTRIO LLC - Retention Specialist
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Retention Specialist
SPECTRIO LLC
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Retention Specialist
Tampa
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Description
As a leading provider of comprehensive digital signage solutions, Spectrio empowers clients to transform their business locations into modern, dynamic destinations for customers and employees. Headquartered in Tampa, Florida, and serving more than 150,000 global client locations across industries including automotive, healthcare, and financial services, Spectrio consistently ranks among the fastest-growing and largest companies in the Tampa Bay area.As part of the Tampa Bay Business Journal’s “Fast 50” and “Tampa Bay 200,” as well as being honored 11 times on the Inc. 5000. Spectrio’s digital signage software has received praise for its features and ease of use by reviewers on Capterra and G2, as well as winning multiple awards for creative content, technology, and innovation! For more information, visit www.Spectrio.com.This position is open to external candidates in Florida, North Carolina, or Texas and offers the flexibility of remote work. Internal candidates are also encouraged to apply. Primary Objective: The Retention Specialist is responsible for proactively managing at-risk accounts, reducing churn, and driving customer loyalty. This role partners closely with Sales, Account Management, and Support to identify risks early, address customer concerns, and ensure long-term value realization.This role is critical in protecting revenue, improving customer experience, and ensuring long-term growth by turning at-risk customers into retained and potentially expanded accounts.Responsibilities include: Identify and engage at-risk customers to prevent churn and improve retentionAct as the primary point of contact for retention-related escalations and renewal risksAnalyze customer usage, engagement, and feedback to proactively address issuesDevelop and execute retention strategies, including save offers and contract adjustmentsPartner with Customer Success Managers (CSMs) and Account Managers (AMs) to align on account plansDocument all customer interactions and retention efforts in CRM systemsProvide insights on churn trends and recommend process or product improvementsSupport renewal conversations when risk is identifiedKey SkillsCustomer empathy and relationship managementNegotiation and objection handlingData-driven decision makingCross-functional collaborationTime management and prioritization
Requirements
2–5+ years in customer success, account management, or retention-focused rolesStrong communication, negotiation, and problem-solving skillsAbility to handle difficult conversations and turn around challenging situationsExperience working with CRM tools (e.g., Salesforce, Zendesk, etc.)Analytical mindset with the ability to interpret customer data and trendsSuccess Metrics (KPIs)Gross and Net Retention RateChurn reductionRenewal rate on at-risk accountsCustomer satisfaction (CSAT/NPS)Time to resolve escalationsThis position is open to external candidates in Florida, North Carolina, or Texas and offers the flexibility of remote work. Internal candidates are also encouraged to apply. Spectrio offers a wide range of benefits for our team members, including Medical, Dental, Vision, Paid Parental Leave, 401k, HSA, FSA, Dependent Care FSA, Short and Long Term Disability, Life Insurance, EAP, Paid Time Off, Paid Sick Time, Paid Holidays, and Education Reimbursement.Spectrio is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, creed, marital status, pregnancy, disability, national origin, sexual orientation, gender identity, veteran status, or any other protected category.
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