BizIQ is seeking a proactive and results-driven Digital Marketing Retention Specialist to join our Customer Success Department. In this role, you will be responsible for leading the retention efforts, managing cancel requests, and addressing customer issues to maximize client retention and satisfaction. The Digital Marketing Retention Specialist will play a crucial role in developing strategies, implementing initiatives, and collaborating cross-functionally to achieve retention goals and foster long-term client relationships.

About the Company

At BizIQ, our mission is to accelerate business growth through innovative and affordable digital marketing solutions. We are a trusted Google Featured Partner, with a success record of helping over 36,000 small businesses enhance their online presence. Nationally recognized for our award-winning culture and listed on the Inc 5000 as one of the fastest-growing companies, we also hold an A+ BBB rating for ethical business conduct. With a vision to impact 150,000 businesses, our organization is built on a foundation of commitment to our core values: Growth Mindset, Results Oriented, Innovative, Inspirational, Accountable and Transparency.

Objectives

• Create and execute comprehensive retention strategies and initiatives aimed at minimizing client churn and increasing client retention rates.
• Oversee cancel requests, analyze reasons for cancellations, and implement effective retention tactics to address client concerns and retain business.
• Lead efforts to address and resolve customer issues and escalations promptly, collaborating with internal teams to ensure satisfactory outcomes and client satisfaction.
• Meet or exceed retention targets by monitoring retention metrics, identifying trends, and implementing proactive measures to enhance client retention and loyalty.
• Build and maintain strong client relationships, serving as a trusted advisor and point of contact for escalated issues, and proactively engaging with clients to understand their needs and challenges.
• Continuously evaluate and improve retention processes, workflows, and strategies based on industry best practices, client feedback, and performance metrics.
• Prepare and present regular reports on retention metrics, progress towards goals, and initiatives to stakeholders, communicating insights and recommendations effectively to drive business outcomes.
• Actively contribute to the success of new hires by being available to assist with onboarding, peer training, and knowledge sharing as needed.
• Effectively present company services to clients and prospects using tools such as PowerPoint or Google Slides, while maintaining a professional presence on camera.
• Be open to participating in special projects or cross-functional initiatives that support team goals, operational improvements, or strategic company objectives.

Competencies

• Expert knowledge in Digital Marketing, Marketing Strategies, Local SEO, Organic SEO and Pay Per Click (PPC).
• Proven track record of developing and implementing successful retention strategies, achieving retention targets, and driving customer satisfaction and loyalty.
• Excellent problem-solving skills and the ability to troubleshoot client issues efficiently and effectively.
• Exceptional communication skills, with the ability to effectively communicate technical concepts to non-technical stakeholders and provide clear and concise instructions to clients and team members.
• Customer-centric mindset with a passion for delivering outstanding service and exceeding client expectations.
• Ability to thrive in a fast-paced, dynamic environment and effectively manage multiple priorities and deadlines.
• Strong analytical skills and experience in data-driven decision-making, with the ability to analyze retention metrics, identify trends, and leverage insights to drive business outcomes.
• Excellent communication, negotiation, and interpersonal skills, with the ability to build rapport with clients and stakeholders at all levels.
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and Microsoft Office Suite. Experience with data analytics and reporting tools is a plus.
• Commitment to continuous learning, staying updated on industry trends, best practices, and emerging technologies in retention management and customer success.
• Strong technical background with expertise in web development languages (e.g., HTML, CSS, JavaScript), CMS platforms (e.g., WordPress, Wix, Squarespace), and domain management.

Education & Experience

• 5+ years of experience in retention management, customer success, account management, or a related client-facing role
• 5+ years in digital marketing or technology company strongly preferred.
• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field. Advanced certifications or relevant experience may be considered in lieu of a degree.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer
• Prolonged periods attending or presenting on video calls with camera on
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential requirements

Company Perks & Benefits

• Four Medical plans (with Company HSA Contribution) 
• MetLife Dental plans 
• Vision plan 
• Life Insurance 
• Disability Insurance
• Paid Time Off:  PTO accrued annually, paid and floating
• Paid Parental Leave
• Retirement Savings: 401K
• Peer-to-peer Recognition: We call it BizBucks - a rewards program where you can receive weekly prizes Including amazon gift cards or other prices.
• Award Winning Culture: A fun, energetic workplace, with quarterly culture initiatives

Commitment to Diversity
As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, BizIQ recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates and partners.