Client Retention Specialist

2 days ago

Sydney, Australia MRI Software Full time

:
Join MRI Software as a Retention Specialist and play a critical role in fostering long-term client partnerships and ensuring contract renewals are delivered with value and precision. You will act as a trusted advisor to our existing clients, taking a consultative, solutions-driven approach to manage the renewal lifecycle, mitigate churn risk, and surface opportunities for growth through enhanced adoption of MRI’s software offerings.

This is an exciting opportunity for a client-centric professional who thrives in a fast-paced, cross-functional environment. You’ll work closely with account managers, client experience, and product teams to proactively engage clients, uncover inefficiencies, and tailor renewal strategies that align with client needs and MRI’s long-term growth objectives.

As a Client Retention Specialist, you will be responsible for the following:
- Lead the end-to-end renewal process for a portfolio of existing clients, ensuring timely and seamless execution- Conduct proactive discovery calls with clients (90+ days prior to contract expiry) to assess satisfaction, identify risks, and uncover opportunities for additional value- Analyse account health using both qualitative insights and key metrics to flag potential churn risks and re-engage accounts effectively- Design tailored renewal offerings that align with client needs—highlighting cost savings, efficiency gains, or product value-adds- Collaborate cross-functionally with Sales, Account Management, Client Experience, and Legal to deliver a consistent and coordinated renewal strategy- Confidently present renewal proposals, manage objections, and guide clients through the decision-making process- Lead pricing and term negotiations in partnership with internal stakeholders- Maintain CRM records of all renewal activity, communications, and outcomes with a high level of accuracy- Foster long-term relationships by recommending ongoing strategic touchpoints such as Quarterly Business Reviews (QBRs)

REQUIREMENTS:
- 1-3 years of experience in customer success, client services, or account management roles, ideally within SaaS or B2B environments- Bachelor's degree in business, marketing, or a related discipline preferred- Proven ability to collaborate across departments and manage multiple stakeholders- Strong commercial acumen with a solutions-focused mindset- Excellent communication and negotiation skills with the confidence to lead client conversations, even in at-risk scenarios- High level of organisation, attention to detail, and ability to prioritise competing deadlines- Strong analytical and problem-solving skills, including experience using data to influence decision-making- Prior experience working with SaaS products or in the commercial real estate space is advantageous- CRM experience (e.g., Salesforce, HubSpot) is preferred but not essential

WHAT MAKES THIS A GREAT OPPORTUNITY?- Hybrid Working Model (2 days in the office, 3 days WFH)- Annual Performance Bonus- 16 hours Flexi AnyDay leave- Me Days_: an additional 3 days of annual leave for qualifying employees- Inclusive, supportive, and dynamic culture — check out our APAC Instagram to see more

ABOUT US:

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