Retention Operations Specialist

About the Role

The Retention Operations Specialist plays a critical role in supporting firm retention and overall account success by ensuring a consistent, proactive, and high-quality service experience. Sitting within the Operations team and reporting to the Operations Coordinator, this role serves as a key liaison between firm accounts and internal departments to drive communication, coordination, and issue resolution.

This position is responsible for supporting the full firm lifecycle—from onboarding through ongoing service—by maintaining strong working relationships, monitoring account activity, and ensuring timely follow-through on firm needs. The Retention Operations Specialist works cross-functionally with operations, retrieval, quality, and leadership teams to address challenges, streamline communication, and help prevent issues before they escalate.

The ideal candidate is detail-oriented, solutions-driven, and highly communicative, with the ability to manage multiple priorities while maintaining a strong focus on firm satisfaction, retention, and operational excellence. Success in this role comes from anticipating needs, ensuring accountability across teams, and contributing to a seamless and positive firm experience.

Key Responsibilities

• Build and maintain strong, professional, trust-based relationships with new and existing firms.
• Serve as a primary point of contact for assigned firm accounts, ensuring responsive, clear, and proactive communication.
• Support the full firm lifecycle, including onboarding, implementation, ongoing service support, and relationship maintenance.
• Help ensure firms feel informed, supported, and confident in the services being provided.

• Respond to firm questions, concerns, and service-related issues in a timely and professional manner.
• Proactively identify potential firm concerns before they escalate and work cross-functionally to support resolution.
• Coordinate with internal departments to ensure firm requests, updates, and priorities are communicated accurately and followed through effectively.
• Monitor open issues and follow up until resolution is achieved and communicated clearly to the firm.

• Act as a liaison between firms and internal teams to help ensure alignment, accountability, and smooth service execution.
• Collaborate with operations, retrieval, quality, and leadership teams to support firm needs and maintain service standards.
• Assist in communicating firm expectations, service updates, and workflow changes to the appropriate internal stakeholders.
• Help identify process gaps or communication breakdowns that may affect the firm experience.

• Support firm onboarding by coordinating initial setup, expectations, communication processes, and service introductions.
• Assist in preparing firm reports, service updates, account summaries, and other routine communications.
• Monitor account activity, service trends, and firm feedback to help identify opportunities for improved support and satisfaction.

• Identify opportunities to improve the firm experience, communication flow, and internal coordination.
• Share feedback and trends with leadership to support service improvements and stronger firm retention.
• Stay informed on company processes, service offerings, and operational updates to better support firms.
• Contribute to departmental initiatives focused on service quality, account growth, and firm success.

• 2+ years of experience in firm relations, account support, customer success, firm relations, or a similar firm-facing role.
• Strong communication skills with the ability to be professional, clear, concise, and proactive in all interactions.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and critical thinking skills with a solutions-oriented mindset.
• Excellent organizational skills and strong attention to detail.
• Ability to collaborate effectively across multiple departments and with different levels of leadership.
• Proficiency in Microsoft Office Suite and general business communication tools.
• Reliable attendance, professionalism, and a strong sense of accountability.

• Experience in medical retrieval, healthcare support services, legal support services, or another service-based environment.
• Experience supporting firm onboarding, account management, or service coordination.
• Familiarity with reporting, service tracking, and firm communication workflows.
• Bachelor’s degree in business, communications, marketing, healthcare administration, or a related field, or equivalent practical experience.

• Built strong working relationships with assigned firms and internal departments.
• Developed a clear understanding of firm expectations, service workflows, and communication standards.
• Demonstrated consistent follow-through on firm needs, questions, and open issues.
• Contributed to a positive and professional firm experience through responsive communication and strong internal coordination.
• Helped improve visibility, organization, and follow-up across firm-facing service needs.