Account Manager Retention

Job Title:

Account Manager - Retention

Location:

North America

Division:
Regus

Reporting To:
Sales Manager, Inside Sales Team

IWG is the world's largest provider of flexible workplace solutions. Established in 1989 and based in Luxembourg, the company offers a wide range of products and services that allow individuals and businesses to work wherever, whenever, and however they need to. Regus is listed on the London Stock Exchange and is part of the FTSE 250.

Although we operate in over 100 countries, 900 cities and 3,000 locations, we are still expanding rapidly. We are currently opening over two new centers every day, achieving over 20% year‑on‑year growth. We achieve our outstanding results through our people. It is our customer‑focused people who are making business happen. They are behind our fantastic success and incredible growth.

IWG currently has openings for Account Managers – proven sales/client‑service professionals within the Inside Sales Team (Retention). The Account Manager works hand‑and‑hand with the customer to understand their reason for termination or request for assistance with an upcoming renewal and acts as a liaison between the customer and Center Teams to ensure that the customer’s needs are understood and addressed in a timely manner following a defined consultative process.

You will be tasked with responding to termination and help‑request enquiries and proactively "saving" the customer using the Regus range of solutions such as Offices, Virtual Offices, and Regus Memberships, just to mention a few. This involves understanding the customer’s business needs and circumstances, then providing a solution from the Regus product lines that best fits the prospect’s needs to maintain revenue opportunities.

Our B2B sales professionals are responsible for selling our range of solutions to businesses of all sizes across multiple industries. The role involves engaging customers and prospects via phone, e‑mail, and SMS, following up the new client’s journey from week one to ensure satisfaction, obtain referrals, upsell, cross‑sell, and deliver the best customer experience.

• Engage with customers who have indicated a desire to cancel their service or need help with an upcoming renewal, listen to their feedback, communicate the value of remaining an IWG customer, and design solutions to keep them onboard.
• Provide personal, positive support that aligns with our company brand and voice, directly impacting customer retention.
• Handle inbound and outbound calls and other methods of communication (e.g., e‑mail) to existing customers, including follow‑up calls to understand, educate, and renew business.
• Manage the sales and renewal process: lead and enquiry management, sell all product lines, and close deals.
• Work efficiently (high volume) and effectively (good sales and customer feedback) on all key performance indicators in line with company procedures and guidelines.
• Take ownership of results by driving high‑quality customer service, meeting or exceeding the monthly goals associated with the retention role every month.
• Accurately record results and notes clearly in all relevant systems.
• Recommend improvements that will positively impact sales and efficiency.
• Perform other duties as assigned.

• Rounded sales and service skills (not a pure "cold caller") and hunger to learn and develop.
• Professional and clear communication skills with the ability to build rapport quickly over the phone (excellent telephone demeanor).
• Supports business unit goals and demonstrates a positive attitude toward others; willing to assist in all areas as needed.
• Proven negotiation skills.
• Attention to detail.
• Efficient time and pipeline management skills.
• Ability to multitask.
• Intermediate level of MS Office (Word, Excel, PowerPoint, Outlook).
• Familiarity with CRM systems is a plus.
• Maintains high productivity/activity level.
• Flexibility to work the hours required (may involve early and late shifts).
• Willingness to go beyond the job description to meet business goals.

Hourly rate: $15 per hour plus a competitive ramp‑up bonus variable component based on individual performance. High performers can expect $40,000 plus in variable compensation.