Client Retention Specialist

Income Lab provides financial advisors with cutting-edge software for ongoing retirement income management and client engagement. Advisors use Income Lab to give clients targeted, customized advice about how much they can spend, when and how to adjust spending for evolving economic and market conditions, and how to optimize distribution plans for tax efficiency. Income Lab was named “Best in Show” at the 2022 & 2023 XYPN Advisor Tech Expo, was the #1 Retirement Distribution Planning Tool in the 2024 T3|Inside Information Advisor Software Survey, and was named a “Stand Out in Retirement Distribution Planning” and rated highest in satisfaction and value by the Kitces.com Report: The Technology that Independent Financial Advisors Actually Use (And Like)”.

We are seeking a dedicated and customer-focused individual to join our team as a Client Retention Specialist. This role offers the opportunity to work remotely while engaging with our clients to deliver exceptional customer service.

The Client Retention Specialist focuses on enhancing customer satisfaction, and loyalty, and improving the overall experience of our users to increase client retention. The goal of this role is to increase product adoption and shorten the time it takes for clients to realize their ROI. 

The projects and actions of the Specialist help make an Income Lab subscription about more than just access to best-in-class software, but also access to best-in-class education and practice management training and a community of like-minded advisors. The Specialist uses digital content (visuals, videos, webinars, in-app interactions, knowledge base articles and guides) and media (email, social media, in-app enhancements) to share tips on the software and on retirement income and tax planning with users. The Specialist may also solicit user feedback and use usage data to identify areas for improvement and users who need more engagement.

The Client Retention Specialist will work closely with our CXO and customer service and training teams, as well as with our CMO. The Specialist should be comfortable with digital content creation and tools for marketing and marketing automation. Familiarity with Pendo, Salesforce, Bettermode, and analyzing user data is a plus.

Key Responsibilities:

1. Develop and execute customer engagement strategies to improve customer retention and reduce churn.
2. Collaborate with the marketing team to create targeted campaigns and messaging that resonate with customers.
3. Utilize video content to engage customers and enhance their overall experience with our brand.
4. Analyze customer data and feedback to identify trends and insights that can inform engagement strategies.
5. Moderate Income Lab’s online community platform and collaborate with team members and clients to increase user engagement in the community.
6. Work closely with the customer service team to address customer concerns and enhance their overall satisfaction.
7. Monitor key performance indicators related to customer engagement and retention, and provide regular reports to the Chief Experience Officer.
8. Stay up-to-date on industry trends and best practices in customer engagement and retention.

1. Bachelor’s degree in Business, Marketing, or related field.
2. Proven experience in customer engagement, marketing to customers, and reducing churn.
3. Experience in creating and implementing video content for customer engagement purposes.
4. Strong analytical skills and the ability to interpret data to drive decision-making.
5. Excellent communication and interpersonal skills.
6. Ability to work collaboratively with cross-functional teams.
7. Detail-oriented with strong organizational skills.
8. Experience working in the SaaS industry.

• Salary, stock options, and benefits package.
• Collaborative and supportive work environment.
• Remote work setup with occasional in-person meetings for team building and training.
• Opportunities for professional growth and advancement.

• Salary - $50k - $60k 

If you are passionate about enhancing customer experiences and driving customer retention, we would love to hear from you. Please submit your resume to info@incomelab.io.

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