I collaborated with Account Managers on the Square team to help launch and maintain the retention hotline initiative. This channel was established as a space dedicated to supporting at-risk Square customers.
I collaborated with Account Managers to work directly with businesses experiencing challenges with Square products or considering switching to competitors. This proactive approach to customer retention allowed us to address concerns quickly and demonstrate Square's commitment to their success.
The impact of these targeted retention efforts was significant. Through direct intervention and support, I personally contributed to saving 8+ high-value accounts, representing businesses processing over $2M in Gross Payment Volume (GPV). Each rescued account not only preserved revenue but also transformed potentially negative experiences into positive customer relationships.