Retention Specialist

Legal AI is only as good as the knowledge behind it, and at Lefebvre Sdu, we have been building that knowledge for 200 years. Day in, day out. Law by law. Word by word. We do this so meticulously that other legal AI tools run on our data and software. From our Dutch office, we are also building our own platform for Lefebvre Group, the European leader in legal and tax knowledge: GenIA-L, which has now reached more than 100 million euros in ARR in Europe. Over 75,000 professionals work with it daily, and we build it to the standard their profession demands. We are looking for a Retention Specialist to ensure that customers stay with us.

HOW YOU WILL MOVE US FORWARD
A customer who wants to cancel has a reason for it. Too expensive, not used enough, or the idea that it could be better elsewhere. Sometimes that is true. Often there is something else behind it: a team that was never properly helped on their way, a feature that nobody knows about, or a question that was left unanswered. You call to find that out. You listen, ask follow-up questions, and together with the customer, you look for what does work, whether that is a different package, a better explanation, or an offer that fits how they currently work. Additionally, you call customers who have left previously. Much has changed in recent years, and you show them what that can mean for their work. And you call customers when nothing is wrong, just to hear how they are doing. This way, you see problems coming before they lead to a cancellation and you discover where a customer could benefit more. You receive signals from your colleagues in Customer Support and Customer Success, and what you hear, you take back to them and to the account managers. How many customers stay thanks to your conversations is directly reflected in the figures.

WHAT WE ARE LOOKING FOR
You love the conversation, even if it starts difficult. An irritated customer does not make you uneasy. You listen until you know what is really going on and, with your commercial drive, you turn that into a solution.

• You listen well and ask follow-up questions until you know what a customer needs.

• You remain friendly and professional, even when a conversation becomes sharp.

• You see opportunities and dare to offer something extra if it helps the customer further.

• You switch gears quickly and remain calm when it is busy.

• You want to know how our products work and are quickly up to speed on what is new.

• You speak and write fluent Dutch.

• Experience in a commercial role helps. We do not have a fixed profile: it is about how you conduct a conversation.

WHAT YOU ARE SIGNING UP FOR
You will join the heart of our commercial team and report to the Head of Customer Support. You will work daily with customer success and the account managers, and your conversations show where we can improve as a company. Every customer who stays is a customer you have convinced.