Retention Specialist

About Us

Stericycle is a U.S. based business-to-business services company and leading provider of compliance-based solutions that protects people and brands, promotes health and well-being, and safeguards the environment. Since our founding over 30 years ago, we have grown from a small start-up in medical waste management into a leader across a range of increasingly complex and highly regulated arenas, serving healthcare organizations and commercial businesses of every size. Every day, we help our customers solve complex challenges by safely managing materials that could otherwise spread disease, contaminate the environment, or compromise one’s identity.

Join us on our mission to protect health and well-being in a safe, responsible, and sustainable way.

Position Purpose

The Retention Specialist will be responsible for mitigating business revenue and profitability risk through commercial issue identification, issue investigation & resolutions and the end-to-end contract negotiation of existing customers assigned to non-book of business portfolio clients, providing renegotiation of existing agreements and managing customer contract lifecycles through negotiation to renewal/ termination off boarding.

Key Job Activities

Facilitate communications on behalf of the business, verbal &/or written, including the negotiation of contracts for existing customers, who are seeking to reduce volume &/or frequency of service / terminate agreements of service or for those who pose risk to future account/revenue attrition.

Be the subject matter expert of commercial contracts, of BU specific services for customer queries relating to commercial agreements, terms and conditions & commercial financial aspects.

Proactively engage with customers who have been identified as 'being a' or 'at' risk of; revenue loss, &/or cancellation of services, using approved sales tactics and strategies to maintain active customer status.

Utilise value-based sales skills to establish client's existing service issues and needs, explain contract obligations if any (i.e., contract specific terms, e.g., liquidated damages etc.), provide alternatives for consideration (i.e., Collection schedules/ products/pricing, etc.), sell the value of the recommended solution, and retain/up-sell revenue.

Effectively utilise technology-based CRM (Customer Relationship Management) tool for lead follow-up, sale cycle disposition, pipeline management, forecasting and lost opportunity tracking.

Ensure all communications, client interactions, pricing commitments, agreements & approvals are efficiently logged and maintained within the business recognised CRM (Currently SFDC), ensuring clarity and transparency to all users, including for auditing and reporting purposes.

Work with & support cross functional team members including but not limited to; transportation, MD/billing, collections, and customer experience departments, to assist in providing satisfactory resolutions to customer enquiries in order to promote strong client relationships & retain business.

Exercise appropriate level of discretion for credits and approvals in accordance with departmental policies by utilising the tools and technology provided.

To conduct strategic and time bound activities in support of proactive attrition protection as to be determined by local leadership.

Education

Required Education: High School or equivalent.

Preferred Education: Associate's or equivalent.

Experience (EMEAA)

Must be qualified to work in the UK and have a clean criminal records check.

University/college education or similar relevant sales / commercial experience preferred.

Strong computer literacy, including but not limited to, Microsoft Office suite.

Proficient in the use & understanding of CRM systems, Salesforce, preferred

Excellent time management, self-discipline & organisational skills.

Energetic, highly motivated & results oriented with a constant positive attitude – motivated by success.

A strong negotiator with exceptional listening skill, with the ability to understand, interpret and match the circumstances to a desirable outcome suitable to all parties.

Experience of operating within a competitive, high-pressure environment, preferably as part of a target driven team.

Ability to be able to operate under pressure in a high volume, competitive telesales environment, both individually and as part of a team.

Benefits

Certifications and/or Licenses:

Disclaimer

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job. This document does not create an employment contract, implied or otherwise, and it does not constitute any right or guarantee of employment condition. This position is open to people with disabilities. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources and risks prevention policies and local laws. To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.