Customer Retention Specialist

• Deliver personalized education and training to new and existing patients and healthcare providers via phone and virtual platforms
• Provide proactive follow-up, clinical consultation, recommendations, and troubleshooting to support sustained Omnipod adoption
• Educate customers and healthcare providers on Omnipod data and reporting tools
• Conduct proactive outreach to assess satisfaction, reinforce product value, and resolve concerns
• Use clinical retention selling techniques to influence continued Omnipod use
• Identify disengagement or churn indicators through data assessment and analytics
• Collaborate with Customer Success teams on targeted retention strategies
• Assess barriers to therapy continuation and apply patient-centered solutions
• Develop knowledge of the regional healthcare landscape and payer considerations
• Partner with healthcare providers to align education with treatment plans
• Collaborate with clinical, field, sales, customer success, marketing, data, and customer-care teams
• Identify and communicate regional engagement, access, and outcome trends
• Contribute to educational tools, customer journeys, and targeted retention campaigns
• Support clinicians and customers with clinical software and digital diabetes management tools
• Document customer interactions, outcomes, and next steps in Salesforce
• Review engagement data, usage patterns, and retention metrics
• Participate in data-driven initiatives to improve regional retention performance

Clinical Retention Specialist, South Central

• Deliver personalized education and training to new and existing patients and healthcare providers via phone and virtual platforms
• Provide proactive follow-up, clinical consultation, recommendations, and troubleshooting to ensure sustained device adoption
• Educate customers and healthcare providers on Omnipod data and reporting tools
• Serve as a clinical retention contact for an assigned geographic territory
• Conduct proactive outreach to assess satisfaction, reinforce product value, and resolve concerns
• Use clinical retention selling techniques to influence continued Omnipod use
• Identify disengagement or churn indicators through data assessment and analytics
• Collaborate with Customer Success teams on targeted retention strategies
• Assess barriers to therapy continuation and apply patient-centered solutions
• Partner with healthcare providers to align education with treatment plans
• Collaborate with clinical managers, regional field teams, sales leadership, and cross-functional teams
• Identify and communicate regional trends, risks, and opportunities
• Contribute to educational tools, customer journeys, and retention campaigns
• Support clinicians and customers with clinical software and digital diabetes management tools
• Document customer interactions, outcomes, and next steps in Salesforce
• Review engagement data, usage patterns, and retention metrics
• Participate in data-driven initiatives to improve regional retention performance

Clinical Retention Specialist – South FL, TN, GA, SC

• Manage a dedicated retention queue across inbound calls, emails, texts, and customer support tickets
• Review customer profiles, account history, and AI-generated insights to identify opportunities to contact customers and develop personalized retention strategies
• Listen to customer concerns, overcome objections, and negotiate solutions supporting customer needs and IdeaTek's retention goals
• Provide a white-glove customer experience for billing, service, installation, and other concerns
• Use basic technical troubleshooting skills to identify and resolve common issues, escalating complex technical needs
• Maintain accurate customer information, notes, and outcomes in CRM and customer support systems
• Monitor retention performance metrics and manage activity to meet individual and team goals
• Identify recurring customer issues and share insights to improve customer experience and retention strategies

Customer Loyalty Advocate

• Manage a dedicated retention queue across inbound calls, emails, texts, and customer support tickets
• Review customer profiles, account history, and AI-generated insights to identify contact opportunities and develop personalized retention strategies
• Listen to customer concerns, overcome objections, and negotiate solutions supporting customer needs and retention goals
• Provide a white-glove customer experience for billing, service, installation, and other concerns
• Use basic technical troubleshooting skills to identify and resolve common issues, escalating complex technical needs
• Maintain accurate customer information, notes, and outcomes in CRM and customer support systems
• Monitor retention performance metrics and manage activity to meet individual and team goals
• Identify recurring customer issues and share insights to improve customer experience and retention strategies

• Handle a high volume of inbound cases, addressing customer inquiries and concerns promptly and to full resolution, including down-sells, restructuring, and terminations
• Encourage clients to utilize best practices to maximize the value of products and services
• Gather and analyze customer feedback to inform Product, Sales, Marketing, Implementation, and Customer Success teams
• Become an expert on the product suite, internal processes, and contract terms to assist clients and provide tailored solutions
• Proactively engage clients who are delinquent on payments
• Identify churn risks and contribute to long-term customer loyalty
• Travel as needed, typically less than 10%

• Perform data entry and indexing using a computer and appropriate software
• Enter, update, research, verify, and retrieve data within various systems
• Operate postage, FedEx, and UPS machines
• Sort first-class and presort mail and apply proper postage
• Fill and put away department orders
• Order mailbox labels and make necessary address changes
• Pick up and drop off daily mail from the Post Office and AIMS
• Deliver bank deposits as necessary
• Make scheduled inter-office mail pickups and deliveries and distribute mail
• Perform other miscellaneous duties as assigned

Senior Retention Specialist

• Answer incoming customer questions via phone, email, or assigned tasks in a timely and empathetic manner
• Support product training and troubleshooting needs through virtual customer meetings
• Handle customer contacts involving clinical issues, medical events, onboarding, ongoing product use, PDM settings, and product conversion
• Assess customer training and education needs and provide individualized clinical guidance and recommendations
• Follow standardized workflows, document customer interactions in the Customer Relationship Management system, and meet departmental service levels
• Explain Insulet products and their operation and use to existing customers
• Proactively manage customer relationships and retain customers on product
• Promote insulin pump therapy benefits and provide continuous customer education
• Provide on-call support as needed
• Collaborate with Product Support, Clinical Business, Learning and Development, Medical Affairs, Marketing, Clinical Field, Customer Care, Post-Market, and Quality Systems teams
• Ensure timely reporting to required agencies
• Assign patient trainings to Certified Pump Trainers or conduct training by phone, virtually, and email
• Perform administrative duties and submit them on time
• Participate in regular team and cross-functional meetings
• Perform other duties as assigned

Clinical Retention Specialist

• Educate and support customers requesting policy cancellation through inbound calls and email
• Manage high call volumes while balancing empathy, efficiency, and productivity
• Investigate customer concerns and take solution-oriented action to support retention
• De-escalate challenging situations with empathy and professionalism
• Educate pet parents on the lifetime value of Trupanion coverage
• Build authentic connections by tailoring communication to individual customer needs
• Adapt to evolving responsibilities, processes, and workflows
• Navigate multiple systems and tools to deliver an efficient member experience
• Prioritize and manage time effectively in a fast-paced contact center
• Document customer interactions and maintain detailed CRM records
• Independently troubleshoot common technical issues and adapt to new tools or system updates
• Identify alternate ways to continue working while awaiting IT support
• Meet or exceed productivity and quality targets while adhering to 90% of scheduled shifts
• Participate in on-camera video calls to collaborate with the team and support an inclusive remote culture
• Complete seven weeks of training, Monday through Friday, 8:00 AM–5:00 PM Pacific Time

• Lead B2B base accounts through retention and lifecycle marketing strategies to reduce churn and increase product and service adoption
• Plan, create, and produce targeted communications and programs for business decision makers, authorized users, and account stakeholders
• Develop business cases considering customer health, lifecycle stage, usage behavior, competitive dynamics, and channel impacts
• Develop and implement lifecycle marketing plans and business cases supporting retention, adoption, and base account growth
• Prepare recommendations for annual business plans and tactical lifecycle strategies
• Collaborate with creative, merchandising, advertising teams, and agencies on customer communications, adoption messaging, and value propositions
• Partner with marketing planning, analysis, customer insights, and product management on retention, adoption, pricing, and product roadmap decisions
• Coordinate with sales, product management, care, and operations to ensure consistent execution and customer experience alignment
• Perform other duties and projects as assigned

Senior Base Marketing Manager – Retention/Renewal

• Strengthen long-term adoption of Omnipod products and improve health and quality-of-life outcomes for people living with diabetes
• Deliver personalized education and training to patients and healthcare providers via phone and virtual platforms
• Provide proactive follow-up, clinical consultation, recommendations, and troubleshooting
• Educate customers and healthcare providers on Omnipod data and reporting tools
• Conduct proactive outreach to assess satisfaction, reinforce product value, and resolve concerns
• Use clinical retention selling techniques to influence continued Omnipod use
• Identify disengagement or churn indicators through data assessment and analytics
• Collaborate with Customer Success teams on targeted retention strategies
• Partner with healthcare providers to align education with treatment plans
• Coordinate territory-based retention efforts with clinical, field, sales, commercial, marketing, data, and customer-care teams
• Identify and communicate regional trends, risks, and opportunities
• Contribute to educational tools, customer journeys, and targeted retention campaigns
• Document customer interactions, outcomes, and next steps in Salesforce
• Review engagement data, usage patterns, and retention metrics
• Answer customer questions via phone, email, or assigned tasks
• Support product training and troubleshooting virtually
• Provide clinical guidance for medical events, onboarding, product use, PDM settings, and product conversion
• Follow standardized workflows and departmental service levels
• Maintain product knowledge and explain product operation and use
• Promote insulin pump therapy and provide continuous customer education
• Provide on-call support as needed
• Maintain HIPAA and regulatory compliance
• Collaborate with Post-Market and Quality Systems on required reporting
• Assign patient trainings to Certified Pump Trainers or conduct training by phone, virtually, and email
• Participate in team and cross-functional meetings
• Perform administrative duties and other assigned duties

Customer Retention Specialist jobs in United States

Clinical Retention Specialist, South Central

Clinical Retention Specialist – South FL, TN, GA, SC

Customer Loyalty Advocate

Customer Loyalty Advocate

Customer Loyalty Advocate

Senior Retention Specialist

Clinical Retention Specialist

Customer Retention Specialist

Senior Base Marketing Manager – Retention/Renewal

Clinical Retention Specialist – Central