Account Manager - Retention Representative Job Listing at Kelly Services in Lawrenceville, GA (Job ID 10056439)

Description

Account Manager – Retention Representative
Location: Lawrenceville, GA (Hybrid – 2 Days Work from Home)
Schedule: Temp-to-Hire
Pay: Salary plus Commission - $80-90k all in.
Apply: Send resumes to chrc511@kellyservices.com

About the Role
We are seeking a motivated Account Manager – Retention Representative to join our client's team in Lawrenceville, GA. This role is responsible for proactively engaging customers throughout their contract lifecycle to maximize retention, reduce turnover, and uncover upsell opportunities. You will play a key role in strengthening customer relationships, resolving concerns, and driving long-term value.
This role offers a hybrid schedule with two days per week working from home, and the opportunity to convert to a permanent position with added commission. Key Responsibilities
Proactive Customer Outreach

• Initiate outbound calls to renewal accounts.
• Build and maintain strong customer relationships throughout the lifecycle.

Retention & Save Activities

• Conduct needs assessments to understand customer concerns and cancellation risks.
• Present tailored solutions or offers that address customer needs and encourage renewal.
• Handle objections with professionalism and empathy.

Upsell & Cross-Sell

• Identify opportunities to upsell or cross-sell
• Educate customers on features and add-ons that enhance business outcomes.

Account Management

• Maintain accurate documentation of customer interactions within Salesforce CRM.
• Record call outcomes, next steps, and customer commitments.
• Conduct follow-up calls to ensure issues are resolved and satisfaction is maintained.

Collaboration & Continuous Improvement

• Work closely with internal teams to share insights and improve overall retention strategy.
• Participate in team meetings focused on performance review, trend analysis, and best practices.

Reporting & KPIs

• Track call activity, retention results, and reasons for unsuccessful saves.
• Meet or exceed KPIs related to retention rate, upsells, and customer satisfaction.

Qualifications

• 1–3 years of experience in B2B sales, account management, or retention roles.
• Proven success managing renewal and upsell conversations with business decision-makers.
• Strong verbal and written communication, active listening, and objection-handling skills.
• Experience using Salesforce CRM.
• Ability to work independently in a fast-paced, high-volume environment.
• Strong organizational and time-management skills.

Preferred:

• Familiarity with churn reduction strategies or renewal processes.
• Knowledge of ERP solutions.
• Experience with consultative sales frameworks.

Interviews are happening NOW
Apply: Send resumes to chrc511@kellyservices.com

 

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

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