Customer Retention & Upsell Specialist
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Job Summary
At Klipboardweve introduced a flexible hybrid work policy where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work.
Klipboard provides specialist software services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions Klipboard has a wide range of clients includes wholesalers distributors merchants and retailers from small traders to multinational enterprises. Klipboard has offices in the UK Ireland The Netherlands South Africa Kenya and North America. Our mission is simple: to design and deliver high performance integrated ERP solutions that enable our distributive trade customers to source effectively stock efficiently sell profitably and service competitively
Klipboard is a global growing business that embraces AI and emerging technologies to enhance customer outcomes collaboration and continuous improvement. Were looking for people who are curious about or fluid with AI open to change and excited to learn how technology can improve the way we work and help our customers which is always supported by strong human insight and communication.
Rewire Security is a fast-growing Bristol-based technology company specialising in GPS tracking and fleet management solutions. As part of the RAM / Klipboard Group we combine the agility of a scale-up with the stability and resources of an established industry leader. Our flagship product GPS Live delivers real-time vehicle tracking intelligent route optimisation and advanced vehicle security trusted by businesses and individuals across the UK.
As our Customer Retention & Upsell Specialist you will be at the heart of our commercial growth strategy protecting and growing our existing customer base by renewing subscriptions deepening relationships and identifying opportunities to expand accounts through targeted product and service recommendations. This is a warm-account role built on consultative selling and genuine customer partnership not cold outreach. With uncapped commission potential and real progression opportunities within the Group this is an ideal opportunity for a commercially driven individual who genuinely loves delivering value to customers.
Key Responsibilities:
Role Accountabilities
- Protect and grow Rewire Securitys existing customer base through proactive retention activity consultative upselling and outstanding relationship management. Drive subscription renewal rates reduce churn and identify commercial growth opportunities across the B2B and B2C customer portfolio.
Key Activities and Contributions
- Proactively contact existing customers ahead of subscription renewals to secure continuity and reduce churn
- Identify at-risk accounts and develop tailored retention strategies to address customer concerns and objections
- Build and maintain strong long-term customer relationships across B2B and B2C customer segments
- Identify and pursue upsell and cross-sell opportunities including SaaS upgrades dashcam solutions and additional GPS hardware
- Conduct needs analysis conversations to understand evolving customer requirements and match them to Rewire Securitys product portfolio
- Handle inbound retention queries with a consultative solutions-focused approach
- Develop account plans for key B2B clients to maximise account expansion and lifetime value
- Meet and exceed monthly quarterly and annual revenue and retention targets
Systems Tools and Technology
- CRM system (e.g. Salesforce HubSpot or similar) maintaining accurate customer records and sales pipeline
- GPS Live tracking platform strong working product knowledge required
- Microsoft 365 (Outlook Teams Excel)
- Sales performance and KPI reporting dashboards
Technical and Professional Expertise
- Proven experience in sales customer retention account management or customer success
- Strong consultative selling skills able to understand customer needs and present tailored solutions
- Confident making outbound calls and managing high volumes of customer interactions
- Excellent verbal and written communication negotiation and objection-handling skills
- Knowledge of GPS tracking telematics or fleet management technology is advantageous
Core Responsibilities and Contributions
- Meet and exceed monthly quarterly and annual retention and upsell revenue targets
- Maintain a high level of customer satisfaction throughout the renewal and upsell process
- Maintain accurate up-to-date CRM records in full compliance with GDPR requirements
- Provide regular reporting on retention rates upsell pipeline and account activity
- Contribute to team best practice and share market insights with the wider sales and product teams
Customer Experience
- Serve as the primary point of contact for a portfolio of existing accounts delivering a consistently excellent experience at every touchpoint
- Act as a customer advocate internally feeding insights back to Product Marketing and Operations teams
- Conduct regular account check-ins to assess satisfaction usage levels and growth potential
- Resolve customer concerns efficiently and professionally escalating where appropriate
Key Outcomes and Activities
- Subscription renewal rates maintained and improved year-on-year
- Upsell and cross-sell revenue targets achieved or exceeded each quarter
- Customer satisfaction scores (NPS / CSAT) maintained at high levels
- CRM data accuracy upheld across all managed accounts
- At-risk accounts identified early and successfully retained
People Collaboration & Culture
- Work collaboratively with the wider sales marketing and product teams to align on customer messaging and commercial approach
- Share customer insights and competitive intelligence to inform product development and retention strategy
- Uphold Rewire Securitys values: customer obsession ownership ambition and integrity
- Embrace a culture of continuous improvement and contribute to best practice development within the Customer Success team
Additional Responsibilities (as aligned to company job architecture)
- Stay current with industry trends competitor offerings and product developments in GPS tracking and fleet management
- Participate in team meetings training sessions and performance reviews as required
- Support ad hoc commercial or customer success initiatives as directed by the line manager
- Actively embrace AI tools and ways of working to enhance personal productivity and customer outcomes in line with the Groups AI-first approach
Key Relationships (Internal and external)
- Sales Manager / Head of Customer Success (direct line manager)
- Sales and Commercial team colleagues at Rewire Security
- Marketing and Employer Brand team
- Product and Operations teams
- Finance / Billing
- Existing B2B and B2C customers across the Rewire Security portfolio
- New and prospective customers (upsell and referral opportunities)
- Third-party technology suppliers and partners as required
Skills Knowledge and Experience:
- Demonstrable experience in a sales customer retention account management or customer success role
- Proven track record of meeting or exceeding sales or retention targets
- Outstanding verbal and written communication skills with the ability to build rapport quickly
- Strong interpersonal and consultative skills naturally empathetic confident and persuasive
- Self-motivated and target-driven with a resilient and positive attitude
- Comfortable making outbound calls and managing a high volume of customer interactions
- Proficient with CRM systems and standard Microsoft Office tools
- Excellent organisational skills with strong attention to detail
- Able to work effectively both independently and as part of a team
- Right to work in the United Kingdom
Preferred Qualifications and Experience
- Experience in a SaaS technology or fleet/logistics environment
- Familiarity with GPS tracking telematics or fleet management solutions
- Experience managing or growing B2B accounts
- Exposure to dashcam hardware or IoT product sales
- Klipboard is embracing AI at pace across our products and ways of working. Were looking for people who are curious about how AI can enhance productivity decision-making and customer outcomes and who are open to learning and adapting as this space evolves.
Company Info
You may also have seen from our recent posts that we are excited to begin sharing our new company name Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand is designed to bring together our expertise across distribution automotive retail rental transport management manufacturing and field service management. We have offices based across the world and we are looking for talented individuals to join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter! At Klipboard weve introduced a flexible hybrid work policy where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work.
Equal Opportunities
As a global company we value and respect the diversity of our workforce aiming to empower everyone to embrace each others differences. We are committed to creating an inclusive workplace where diversity equity and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce where creativity and valuing differences enable us all to thrive and sparks innovation.
If you require any help adjustments and/or support during the interview and offer process then please advise our TA or HR team.
Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However we recognise that skills and experience come in many forms and we encourage you to apply even if you dont meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills we would love to hear from you!
To all recruitment agencies: Klipboard does not accept agency speculative resumes. At present we only accept CVs from Agencies on our PSL who have been assigned specific position/s. Please do not forward resumes to our careers site or direct to Klipboard employee as this does not constitute an introduction and Klipboard retrospectively will not be liable for any candidate ownership or fees related to unsolicited resumes. If you wish to be considered for our PSL then please emailhowever please note we receive a high volume of requests and we are unable to accept them all
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