Retention Executive

About the role

The Retention Executive will manage a portfolio of UAE‑based client renewals for Truckoom’s subscription products. Working from the Islamabad retention team, you will own the end‑to‑end renewal pipeline, engage directly with clients, and ensure accurate CRM data.

Key responsibilities

• Own a defined book of UAE client accounts and drive renewals from forecast to closure.
• Proactively contact clients before subscription expiry via calls, WhatsApp and email.
• Track renewal status, next‑action dates and follow‑ups in the CRM.
• Handle client objections on pricing, service concerns and subscription terms.
• Identify at‑risk accounts and intervene to prevent churn.
• Escalate commercial or technical exceptions to the Retention Manager with clear context.
• Generate certificates and process permits related to subscriptions.
• Maintain up‑to‑date account records and support handover documentation.
• Provide daily/weekly portfolio updates and contribute to team MIS and forecasting.

Required profile

• 1‑2+ years of experience in renewals, retention, telesales or account management, preferably in a BPO or SaaS environment.
• Strong verbal and written English; comfortable speaking with UAE‑based clients.
• Proven ability to handle objections and conduct renewal conversations independently.
• Based in or willing to work from Islamabad.

Required skills

• CRM systems (experience with ERPNext/Frappe is a plus).
• Basic reporting and data entry discipline.