Client Retention Specialist

ExtensisHR is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

ExtensisHR, one of the largest Professional Employer Organizations (PEOs) in the U.S. and the fastest growing PEO in the Northeast, is looking for talented people to join our team. If you want to contribute your talents, make a bigger impact, and be part of the hot HRO industry, we’re interested in talking to you. Come catch the PEO wave with Extensis—we’re focused on the biggest market in the most attractive region of the U.S. Together with our experienced professionals, you can help us deliver on our brand promise to simplify HR. Our portfolio includes personalized services for HR, benefit plans, payroll and taxes, employer risk, compliance, and employee management. Today, we manage over $3 billion in employment-related costs annually—and we’re growing every day.

At ExtensisHR, our Client Success Group ensures our clients’ success and builds client loyalty through strategic and personalized solutions in which allows our clients to meet and or exceed their company goals.

The Key Account Manager will be responsible for retention of our most profitable clients by ensuring client satisfaction and a high rate of client engagement. They will serve as the main point of contact within their assigned group of clients driving continued success, increased value, and client satisfaction through execution of our retention strategies and leveraging ExtensisHR’ s robust suite of products and services.

For more information about the company visit www.extensishr.com.

We are seeking a dynamic and customer-focused Client Retention Specialist to join our team. The Client Retention Specialist will play a pivotal role in nurturing and strengthening our relationships with existing clients, ensuring their continued satisfaction and retention.

1. 1. Proactively engage with existing clients to understand their needs, challenges, and overall satisfaction with our PEO services.
   2. Serve as the primary point of contact for client escalations, providing timely and effective resolution to issues.
   3. Collaborate closely with internal teams, including Sales, Operations, and Customer Service Teams, to address client needs and drive continuous improvement.
   4. Develop and maintain a deep understanding of our PEO services, capabilities, and value proposition to effectively communicate with clients.
   5. Monitor escalated client accounts and address any signs of dissatisfaction or potential churn.
   6. Prepare reports and analytics on client retention metrics, trends, and opportunities for improvement.
   7. Stay informed about industry trends, best practices, and competitive landscape to enhance client retention strategies.
   8. Participate in training sessions and professional development activities to continuously enhance skills and knowledge.

Qualifications:

1. 1. Bachelor's degree in Business Administration, Marketing, Communications, or related field preferred.
   2. Proven experience in client retention, account management, or customer success roles, preferably in the PEO or HR services industry.
   3. Strong interpersonal and communication skills, with the ability to build rapport and trust with clients.
   4. Excellent problem-solving and conflict resolution abilities, with a focus on delivering exceptional client experiences.
   5. Ability to multitask, prioritize, and manage time effectively in a fast-paced, deadline-driven environment.
   6. Detail-oriented with a strong commitment to accuracy and quality.
   7. Proficiency in CRM software and Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
   8. Positive attitude, self-motivated, and results-oriented with a passion for client satisfaction and retention.

At ExtensisHR, we recognize there are many factors that influence your overall satisfaction both at work, and in your personal life. Under our You, Supported program, we provide a perfect mixture of compensation, benefits, company culture, and resources to our employees that help you reach a happier, more balanced life. Some of these offerings include:

• Competitive compensation to reward you for your hard work every day.
• Progressive Paid-Time Off Program for you to enjoy time out of the office, including time off for volunteering and life events.
• Group Medical, Dental, Vision and Life insurance to encourage a healthy lifestyle available from day one.
• Student Loan Assistance Program where ExtensisHR contributes towards your student loans.
• Pretax Spending Accounts to ease taxes on health and dependent care expenses.
• Extensive professional development programs to help you get to where you want to go in your career.
• Discounts in retail and entertainment.
• A social and community outreach committee that promotes a fun inclusive culture through in-office events and networking opportunities.
• Complimentary coffee and snacks to keep you fueled and productive throughout the day.

ExtensisHR is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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