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ACCOUNT MANAGER - RETENTION

Kelly Services • Lawrenceville, GA • 8h ago

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 (https://www.mykelly.com/help-support-working-with-kelly-us/#Benefits) for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Get a complete career fit with Kelly ® .

You're looking to keep your career moving onward and upward, and we're here to help you do just that. Our staffing experts connect you with top companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in your career.

About Kelly

Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.

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