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Customer Service - Retention Specialist

| Greater Denver Area

 

For the customer service professional looking to have a measurable impact on the present and future business of an industry leader, look no further!  Webroot, a leader in our industry with a great reputation is looking for a Retention Specialist, based out of Broomfield, Colorado, that understands the impact a successful customer has on the health of our business. Come take advantage of this great opportunity to learn new skills and expand your current skills with a dynamic and growing company where people are rewarded for their hard work and commitment. 

As our Retention Specialist you will be responsible for the post-sale relationship of Webroot customers with a focus on retention. During a typical day, Retention Specialists work with a high volume of customers balancing time constraints with customer needs.  The ideal candidate for this role can quickly prioritize and resolve customer issues while maintaining a strong customer focus.

Retention Specialists coordinate with Webroot Customer Success and interact with a variety of customers, located around the world, over the phone and by email. Success in this role will require your ability to quickly and effectively serve our customers.

If you’re a strong communicator, highly organized, diligently focused, an enthusiastic problem solver, and passionate about business and technology solutions, talk to us about what this role means to you!

 

KEY RESPONSIBILITIES

  • Retain customers by resolving concerns.
  • Manage a renewals queue and solve customer issues; engaging with customers over the phone and by email.
  • Efficiently manage a high volume of customers with varying needs.
  • Support domestic and international customers with a high level of professionalism and integrity.
  • Demonstrate excellent communication skills as you interact with customers.
  • Engage with customers in accordance with Webroot Customer Success processes.
  • Work cross-organizationally as part of the regional team.
  • Understand Webroot products and offerings and act as a point of contact for our customers for Webroot solutions, deployment, and business models.

DESIRED SKILLS & EXPERIENCE

  • Minimum one year customer-facing experience in high-stakes support or sales capacity.
  • Strong and effective verbal, written, presentation, and interpersonal communication skills.
  • Strong business and technical acumen. Aptitude to speak intelligently about both.
  • Ability to self-direct and work proactively.
  • Positive, proactive, approach to solving problems as they arise.
  • Collaborative approach to working with people, including colleagues and customers.
  • Calm and determined demeanor even when under pressure.
  • Experience with CRM platforms, preferably Salesforce.com.
  • Knowledge of Information Technology and Internet Security industry desired.
  • Experience selling software-as-a-service desired (Security SaaS preferred).
  • Bachelor’s degree from an accredited university or equivalent experience in a high-stakes customer-facing field.

 

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • BasecampManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

385 Interlocken Crescent, Broomfield, CO 80226

An Insider's view of Webroot

What are some social events your company does?

Annual Bike-to-Work event, Women of Webroot, Game Nights, Teammate-led photography classes, Fun team-building exercises.

LeVar Battle

Senior Communications Manager

What makes someone successful on your team?

Hard work, creativity, ambition, and collaborative.

Levar Battle

Senior Communications Manager

What are Webroot Perks + Benefits

Culture
Volunteer in local community
Webroot employees participate in local volunteer activities such as Community Food Share, American Diabetes Association’s, Delores Project, and BeadforLife.
Diversity
Unconscious bias training
Unconscious bias training is incorporated into Webroot's Interview Training, a mandatory session for all employees that regularly make hiring decisions.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
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