Customer Retention Specialist - Bilingual( English & Spanish)

Job Summary

We are seeking a highly driven and detail-oriented Commercial Renewal Specialist to manage the end-to-end customer renewal lifecycle while supporting customer retention, revenue protection, and timely collection of outstanding payments. This role is responsible for coordinating renewal activities, maintaining strong customer relationships, reducing account churn, resolving billing inquiries, negotiating renewal and payment terms, and collaborating with cross-functional teams to deliver an exceptional customer experience.

Key Responsibilities

• Manage the full customer renewal lifecycle, including renewal notifications, quote preparation, customer follow-ups, contract renewals, and response tracking.
• Proactively contact customers regarding upcoming renewals, overdue invoices, outstanding balances, and billing-related inquiries.
• Negotiate renewal terms, payment arrangements, and contract extensions in accordance with company policies.
• Build and maintain strong customer relationships to maximize customer retention and minimize churn.
• Identify at-risk renewal opportunities and escalate complex issues to senior team members when appropriate.
• Identify opportunities for account growth through upselling and cross-selling during the renewal process.
• Resolve customer inquiries related to renewals, subscriptions, contracts, and billing in a professional and timely manner.
• Maintain accurate customer, renewal, collections, and account information within Salesforce CRM.
• Collaborate closely with Sales, Finance, Customer Success, and other internal stakeholders to ensure a seamless customer experience.
• Prepare and maintain renewal forecasts, collections reports, pipeline updates, and account status reports.
• Consistently achieve or exceed renewal, collections, customer retention, and revenue targets.

Qualifications

• Minimum of 4 years of experience in renewals, customer retention, account management, collections, business development, or inside sales within a B2B software or technology environment.
• Experience using Salesforce CRM for pipeline management, reporting, and workflow management.
• Strong understanding of subscription, direct sales, channel sales, or customer renewal models.
• Excellent negotiation, communication, relationship management, and customer service skills.
• Demonstrated ability to manage difficult customer conversations while maintaining a positive customer experience.
• Strong organizational, analytical, and time-management skills with the ability to manage multiple priorities.
• Self-motivated with the ability to work independently while collaborating effectively with cross-functional teams.
• Fluent in spoken and written English & Spanish language.
• Experience with network monitoring, cybersecurity, or IT infrastructure solutions is an asset.
• Customer-focused with a results-oriented approach to revenue retention, renewals, and collections.

Company Information

At ContactPoint360, we are relentlessly focused on delivering exceptional customer experiences. As the fastest-growing BPO on the planet, with over 5,000 teammates across 10 global locations, we combine cutting-edge technology with innovative strategies to help our clients succeed. Our approach is simple: obsess over customers, think long-term, and build a team of smart, driven professionals who thrive in a high-growth, high-impact environment. We're not just a service provider-we're a partner in driving real results. ContactPoint360 is where innovation, execution, and customer obsession meet.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it's our people. We invest in our people and develop them into future leaders. Did you know 50% of ContactPoint360's leaders were promoted from within? Our CEO's journey, starting as a phone agent, reflects our commitment to genuine care for our people-it's in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren't just welcomed-they're essential.

Our Purpose:

Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients' customers into loyal advocates for life.

Check out our YouTube video: https://youtu.be/AsPjX-5uyQQ