Hearst Verified

Media, Publishing, Information Services, Automotive

Account Retention Specialist

Troy, MIHybridFull TimePosted 12 days ago

Is this role right for you?

Upload your resume and get a skill-by-skill breakdown — see exactly where you match, where you're close, and what to highlight. Not a mystery percentage.

Get a tailored resume highlighting what this role needs.

Required skills

revenue saved
retention rates
cancellation requests
objection handling
negotiation
save calls
churn risks
customer contracts
pricing
terms

Nice to have

collections
call center
phone-based
high-volume
inbound
outbound

Role summary

MOTOR Information Systems is seeking an Account Retention Specialist to protect revenue and strengthen customer relationships. This role involves directly engaging with customers who have submitted termination requests, understanding their concerns, and utilizing communication and negotiation skills to retain their business. Success will be measured by revenue saved, retention rates, and the ability to convert cancellation requests. Responsibilities include handling objection handling and negotiation, tracking revenue saved, identifying churn risks, and partnering with internal teams to resolve issues. The ideal candidate will have 2+ years of experience in retention, collections, or call center environments with a focus on save calls, strong negotiation skills, and familiarity with CRM and sales engagement tools.

The Opportunity

At MOTOR Information Systems, we’re looking for an Account Retention Specialist to play a critical role in protecting revenue and strengthening customer relationships.

In this role, you’ll connect directly with customers, uncover their concerns and use your communication and negotiation skills to keep them engaged and satisfied. If you enjoy high-impact conversations, solving problems in real time and influencing outcomes, this is an opportunity to make a measurable difference every day. Success is measured by revenue saved, retention rates and the ability to convert cancellation requests into retained accounts.

Hybrid: This hybrid role is based in our Troy, Michigan office.

What You’ll Do

Contact customers who have submitted termination requests to understand concerns and actively work to retain their business.

Use advanced phone-based objection handling and negotiation techniques to address customer concerns and prevent cancellations.

Track and report on revenue saved and overall retention performance.

Proactively monitor customer accounts to identify churn risks and initiate outreach before termination occurs.

Support retention efforts through both reactive save calls and proactive engagement strategies.

Review customer contracts and account details to ensure compliance with pricing, terms and usage.

Partner with sales, customer success and operations teams to resolve customer issues impacting retention.

Maintain accurate documentation of customer interactions, save attempts and outcomes.

What You’ll Bring

Required Qualifications

2+ years of experience in customer retention, collections or call center environments with a focus on save/retention calls.

Proven ability to handle high-volume inbound and outbound phone interactions, particularly with customers requesting cancellation.

Demonstrated success in retaining customers, reducing churn or meeting/exceeding save rate targets.

Strong objection handling and negotiation skills.

Excellent phone presence and call control, with confidence leading conversations and redirecting negative sentiment.

Experience with de-escalation techniques and turning dissatisfied customers into retained accounts.

Ability to think quickly and respond in real time during live customer conversations.

Familiarity with CRM and sales engagement tools (Salesforce, Salesloft, etc.) to manage call activity and track outcomes.

Openness to using AI tools to enhance call effectiveness, streamline workflows and improve retention and revenue-saving performance.

Benefits

As part of Hearst, MOTOR employees have access to modern, flexible benefits designed to support you and your family. Benefits include:

Medical, dental and vision coverage

401(k) matching

Emotional wellness support

Paid time off

Paid parental leave

LGBTQ+ health services

Additional benefits to meet you and your family’s needs

Ready to apply?

You'll be redirected to Hearst's application page.