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. 

Webroot 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.

This role is 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.

At Webroot, we do more than secure our customers' personal computers, mobile devices and networks. We also nurture our employees' most critical assets – their talents, experience, and career aspirations. Webroot has the energy of a start-up with the strength and stability of an Internet security market leader. We foster the innovative culture you'd expect of a company that's making a statement. Webroot is a company in which you can invest yourself fully, knowing that you're not only protecting our customers around the world, but also that your talents and innovation will be recognized and rewarded. We encourage you to learn more about us and explore our job openings. Secure your future. Ensure the same for your career. Principals only - no third parties, please. Webroot Inc. is an Equal Opportunity Employer. At Webroot, we believe in rewarding success.