The Account Retention Specialist is responsible for maintaining and retaining existing users to reduce the risk of churn. This role specifically focuses on managing users in the REGULAR segment as well as Offline Partners. The ideal candidate should be skilled in one-to-many user engagement, possess an intermediate-level understanding of Everpro Shipping's products, and have a strong sense of urgency to identify and escalate critical user issues promptly. Additionally, the role requires the ability to guide users throughout the onboarding process and ensure they understand the essential features and benefits of the platform.

Key Responsibilities

• Proactively engage and build relationships with assigned REGULAR users and Offline Partners.
• Ensure assigned users are well-informed about key features, processes, and critical updates of Everpro Shipping.
• Conduct regular checkpoints with prioritized users—not just through WhatsApp blasts, but through meaningful engagement such as warm calls.
• Gather feedback from users and escalate valuable insights to the Business Team for further action.
• Monitor potential churn signals among assigned users and identify root causes to proactively address them.

Required Qualifications

• Bachelor’s degree in Management, Economics, Industrial Engineering, or a related field.
• Strong interpersonal and communication skills with the ability to engage and manage a wide user base.
• Demonstrated sense of urgency and the ability to escalate key issues quickly and appropriately.
• Intermediate-level product knowledge, particularly related to Everpro Shipping’s features and workflows.
• Experience in customer success, account management, or user engagement roles is a plus.

Evermos is committed to providing an inclusive environment where equal opportunities are available to all applicants regardless of race, color, religion, gender, national origin, disability, age, genetic information, marital status, pregnancy, or related condition. We will not tolerate discrimination or harassment based on any of these characteristics.

We also emphasize the importance of diversity in all aspects of employment including recruitment, hiring, promotions, training, and organization operations.

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