B2B Retention Agent

Hiring company: Optimum Source: LinkedIn Jamaica Job Summary The B2B Retention Agent is responsible for maintaining and strengthening relationships with existing business clients to reduce churn and increase long-term customer value. The role focuses on proactive outreach, renewal management, resolving client concerns, and identifying opportunities for account growth. Responsibilities • Manage a portfolio of B2B clients to ensure satisfaction and retention • Proactively engage at-risk customers to resolve issues and prevent cancellations • Conduct renewal discussions and handle contract extensions in line with company policies • Collaborate with Sales, Account Management, and Support teams to address client needs • Analyze account activity and customer feedback to identify retention risks and opportunities • Educate clients on products, services, and updates to maximize value • Maintain accurate records of client interactions in the CRM system • Achieve or exceed retention, renewal, and customer satisfaction targets Qualifications • High School Diploma or equivalent required • Minimum of 1 year experience in B2B customer service, retention, account management, or sales • Strong verbal and written communication skills • Proven ability to handle objections and de-escalate customer concerns • Basic computer skills and experience using CRM systems or similar tools • Ability to manage multiple accounts and prioritize workload effectively Preferred Qualifications • Experience in a call center or B2B service environment (SaaS, telecom, financial services, etc.) • Experience with renewals, upselling, or cross-selling • Customer retention or customer success experience