Retention Specialist

Description
Engrain has transformed the way people find, lease, and manage properties. Engrain provides a holistic suite of mapping solutions built specifically for the real estate industry to provide stunning unit-level map visualizations that integrate with countless websites and property tech applications. Our revolutionary, unit-level map data and interactive visuals within our SightMap, TouchTour and Asset Intelligence product lines allow both property owners and prospective renters to better ensure occupancy and drive revenue.
As a Retention Specialist, you will play a critical role in ensuring customer retention for all of our customers at risk for cancellation and inheriting Property Management Companies (PMCs) during asset transfer. You will play a critical role in developing and implementing strategies to reduce customer churn and increase customer lifetime value. You will execute rescue attempts, increase production adoption and facilitate issue resolution relating to potential license churn. You will work closely with our sales, customer success, support and finance teams to identify and address property transfers proactively, by leveraging multiple market data reports and internal product usage reports.
What you'll do...

• Develop and implement customer retention strategies through structured outreach cadences and campaigns
• Identify and analyze customer churn trends to prevent future cancellations
• Partner with Customer Success Managers, Product Team, Finance Team and Support team members to orchestrate successful license rescue attempts
• Provide ongoing customer support and education
• Facilitate accurate reflection of activities and data relating to orders, billing, properties, and cancellations
• Communicate effectively with customers at all levels
• Monitor multiple databases and sources which signal when property ownership or property management companies change, and activate processes to coordinate handoffs without billing disruptions
• Process license transfers, ensuring that all Engrain teams and the clients understand their responsibilities or impacts of license holder changes

Requirements
What you offer us...

• Customer-focused mindset
• Exceptional and professional written and verbal communication skills
• 2+ years of experience in account management or customer success
• Ability to execute activities and documentation in multiple applications
• Handle multiple customers and requests simultaneously
• Ability to work independently, and be resourceful, with or without team support
• Ability to learn quickly and adapt to ever changing information
• Critical thinking and problem solving skills
• Time management skills
• High attention to detail
• Intermediate Excel and Google Sheets experience
• Proficient in Salesforce CRM workflows, data collection and data maintenance
• Familiar with Salesforce Experience Cloud, our customer portal solution
• Relationship-oriented, self-directed, and collaborative with other teams

What we offer you...

• Salary Disclosure for Colorado: annual salary of $55,000 - $65,000. Final offer amount is determined by factors including years and depth of candidate's experience, certifications, and skill set alignment to the job requirements
• Various health, dental, and vision insurance plans to choose from
• Up to 12 weeks of paid parental leave
• Up to 18 days annually of PTO & 10 holidays per year
• Dog-friendly office
• 401k match up to 4 percent
• Annual reimbursement for learning & growth opportunities through our Grow450 program
• On-site amenities include a professional fitness center, flexible & modern workspace, coffee bar, happy hour taps & team member lounge

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.