Customer Retention Executive

PayPeople is one of Pakistan's leading cloud-based HR and Payroll software providers, helping organizations automate and streamline their HR operations. We are committed to delivering exceptional customer experiences and building long-term relationships with our clients.

We are looking for a proactive and customer-focused Customer Retention Executive to strengthen client relationships, improve customer satisfaction, and ensure high client retention rates.

Position Summary

The Customer Retention Executive will be responsible for maintaining strong relationships with existing clients, conducting regular feedback sessions, coordinating issue resolution with internal teams, ensuring timely contract renewals and recurring payments, and collecting customer testimonials and references.

The ideal candidate should possess excellent communication skills, strong follow-up abilities, and a passion for customer success.

Key ResponsibilitiesClient Relationship Management

· Serve as the primary point of contact for assigned clients.

· Build and maintain long-term relationships with customers.

· Conduct monthly check-ins and feedback sessions with clients to assess satisfaction levels.

· Identify customer concerns and proactively address potential issues before they escalate.

Customer Success & Issue Resolution

· Gather customer feedback and document improvement suggestions.

· Coordinate with Support, Implementation, and Product teams to ensure timely resolution of client issues.

· Follow up with clients on reported concerns until satisfactory closure is achieved.

· Ensure smooth communication between customers and internal teams.

Contract Renewals & Payment Follow-Up

· Manage contract renewal processes and ensure timely execution of renewal agreements.

· Coordinate with clients to complete contract signing and documentation requirements.

· Follow up on recurring subscription payments and assist in reducing outstanding receivables.

· Work closely with the Accounts team to ensure timely payment collections.

Customer Advocacy

· Obtain customer testimonials, success stories, and case studies from satisfied clients.

· Encourage clients to provide referrals and references where appropriate.

· Support customer engagement initiatives and relationship-building activities.

RequirementsEducation

· Bachelor's degree in Business Administration, Marketing, HR, Communications, or a related field.

Experience

· 1–3 years of experience in Customer Success, Customer Support, Client Services, Account Management, Relationship Management, or a similar role.

· Experience in SaaS, HRMS, ERP, or software companies will be preferred.

Skills

· Excellent verbal and written communication skills.

· Strong relationship management and interpersonal skills.

· Problem-solving and conflict-resolution abilities.

· Ability to coordinate effectively across multiple teams.

· Strong follow-up and organizational skills.

· Proficiency in Microsoft Office and CRM systems.

· Customer-centric mindset with attention to detail.

Work Location: In person