JOB DESCRIPTION:

We’re looking for a smart and motivated Retention Specialist who is passionate about helping local businesses. You’ll be Signpost’s ambassador of success, ensuring product value is fully interpreted by our merchants, contributing to their success on the platform long term. You provide outstanding service and high quality insights to support merchants in making the best marketing decisions to solicit growth. You are a key contributor the the overall health of client retention.

We are looking for someone that can ‘wow’ our clients on all levels:

• Provide outstanding professional service by phone and email
• Identify root issues while finding quick and effective resolutions
• Develop and maintain a deep understanding of product functionality and value
• As a champion of Customer Success, embrace company and org objectives to deliver on impact while inspiring others to do the same

Key Responsibilities:

• Prepare, deliver, and execute renewal quotes
• Process customer requested changes, merges or expansions per company policies and procedures.
• Work across various departments to resolve customer problems, ensure timely renewals and high levels of customer satisfaction
• Develop renewal strategies to retain and grow the client base
• Effectively renew clients through the use of Value-Based retention methods
• Research customer history and business needs in order to develop a complete service proposal while targeting upgrade and cross-sell opportunities
• Field inbound requests to discontinue service with the objective to retain
• Identify “at risk” clients and proactively assist in retention strategies to prevent churn
• Maintain accurate records of all activities in SalesForce.com
• Execute billing and contract adjustments in accordance with company policies

Qualifications:

• Experience with SaaS-based applications and services preferred
• Must have excellent communication skills to negotiate and finalize renewals through direct contact with decision makers and end users
• Ability to thrive in a fast-paced, start-up environment
• Ability to think critically and execute quickly
• Exceptional writing and phone skills
• Self-motivated and always looking for improvement opportunities

Come ready to prove that:

• You care about small business
• You bring energy and you are always improving
• You have customer facing experience
• You can multitask while maintaining high-quality work
• You are a team player who communicates effectively
• You want to work towards both team and individual goals
• You want to advance your career and learn something new every day

We offer:

• A fast growing company with sustained growth across 40 US metro markets
• A base salary, competitive bonus structure, incredible benefits and equity
• Central office locations in NYC, Denver and Austin
• Coffee, soda, snacks, Tuesday breakfast, a kegerator filled with craft beer, ping pong table, pool table and an incredible team that wins!
• Flexible PTO Policy