Retention Specialist

6 days ago

Bacolod City, Western Visayas, Philippines Zoobook Systems LLC Full time

Job Summary:

We are looking for a
Retention Specialist
to ensure our clients maximize the value of Zoobook EHR and remain long term, satisfied partners. The Retention Specialist will be responsible for client relationship management, issue resolution, user adoption and implementing strategies to reduce churn. This role requires a mix of customer service, healthcare knowledge, and problem solving to help behavioral health providers seamlessly integrate Zoobook into their daily operations.

Key Responsibilities:

  • Serve as the main point of contact for assigned Zoobook EHR clients, ensuring high satisfaction and engagement.
  • Proactively monitor client usage and identify risk of dissatisfaction or potential churn.
  • Provide support, guidance and best practices to help clients optimize their use of Zoobook.
  • Conduct regular client check ins, reviews, and feedback sessions.
  • Collaborate with implementation, development and support teams to resolve client concerns quickly and effectively.
  • Develop and execute retention strategies, including client education, workflow optimization and feature adoption.
  • Maintain accurate records of client interactions and retention metrics.
  • Track and report on client satisfaction, churn rates and retention KPI's to management.
  • Advocate for clients internally by providing feedback to the Product team to enhance Zoobook features.

Qualifications:

  • 2 years of experience in customer retention, account management, or client success within healthcare IT, SaaS or behavioral health services.
  • Excellent communication, interpersonal and relationship-building skills
  • Analytical mindset
  • Highly organized with strong problem-solving and conflict resolution skills
  • Ability to thrive in a fast paced, team-oriented environment

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