• Respond promptly and professionally to customer retention inquiries via phone, email, and Salesforce cases, focusing on delivering positive customer outcomes. • Manage inbound calls from customers requesting cancellation or downgrade. Apply problem-solving and retention techniques to overcome objections and highlight solution-based value. • Identify the customer's industry, pain points, and usage trends to personalize your messaging and propose marketing strategies that align with their business goals. • Leverage a structured offer tree, active listening, and product knowledge to recommend relevant features, services, or account optimizations. • Use save offers judiciously based on call type, business rules, customer potential, and historical engagement data. • Work collaboratively with Billing, Tier 1, Customer Success, and Product Support teams to resolve any underlying customer issues driving churn. • Track cancellation reasons, identify trends, and participate in pilots or process improvements that enhance customer satisfaction and business performance.