Retention Specialist

About Retr0v: Retr0v Legal is a litigation support company serving law firms nationwide. We provide record retrieval, digital discovery, claimant support, and record review services that help legal teams manage case information more efficiently.

About the Role: We are seeking a Retention Operations Specialist to support firm relationships, coordinate service needs, and help ensure a consistent and positive experience throughout the firm lifecycle.

This role is ideal for someone who is highly organized, solutions-focused, communicative, and comfortable working across multiple departments.

• Build and maintain strong relationships with assigned firms.
• Serve as a primary point of contact for firm questions, updates, and service needs.
• Support firm onboarding, implementation, and ongoing account coordination.
• Respond to concerns and help resolve service-related issues.
• Coordinate with internal departments to ensure requests and priorities are communicated and completed.
• Monitor open issues and follow up through resolution.
• Prepare service updates, account summaries, reports, and routine communications.
• Track account activity, service trends, and firm feedback.
• Identify communication gaps and opportunities to improve the firm experience.
• Share relevant feedback and trends with leadership.

• At least two years of experience in account support, customer success, firm relations, client services, or a similar firm-facing role.
• Strong written and verbal communication skills.
• Strong organization, follow-up, and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and critical-thinking skills.
• Ability to collaborate effectively across departments and with leadership.
• Proficiency in Microsoft Office and general business communication tools.
• Professional, reliable, and accountable.
• Experience in legal support, medical record retrieval, healthcare support, account management, onboarding, or service coordination is preferred. A bachelor0s degree in Business, Communications, Marketing, Healthcare Administration, or a related field is also preferred but not required.