Dandy is an AI Powered reputation automation software (SaaS) for small businesses and helps manage online reviews, aggregate online reviews and challenge illegitimate online reviews. We are looking for an enthusiastic Client Retention Specialist to add to our team! Our entire team is distributed, so this position is fully remote! You will be working in Zendesk and with our team. We use the Aircall virtual phone system. Must have working computer and audio headset and quiet home office to work from. This position has a base salary, generous bonus structure, benefits, 401k, flexible PTO, and more!
The Role: Client Retention Specialist (fully remote)
As a Client Retention Specialist, you are a graceful communicator who is comfortable taking on complex projects with a diverse set of clients. You bring an analytical mind to constantly improve the efficiency and efficacy of your projects.
The clients you will be handling are those who may have issues with their services, charged back their subscription amounts, and those who have contracts expiring soon which you will work to retain for another term. Your resourceful and proactive nature will be crucial to the success of your objectives.
What You’ll Be Doing:
● Own overall relationship with assigned clients who have failed billing, which include:
- Establishing a trusted and strategic relationship with each assigned client and drive continued value of our products and services
- Prompt attention to details and timelines with the ability to leverage action
Work with each of our customers following a standard operating procedure for:
- Active and inactive failed billing outreach
- Responding to failed billing emails
- Updating CC info and plan of action for product success
- Ability to effectively communicate client information across teams – management, sales, tech, and customer support
- Innovate on current processes and proactively seek ways to improve the retention experience
- Develop processes that distinguish our brand by exceeding customer expectations
Qualifications
● Bachelor's degree preferred, but not required.
● 2-4 years of full-time sales and/or customer support experience (A successful retention specialist understands the importance of sales & customer support; retention is the middle ground)
● Demonstrated experience meeting retention metrics
● Experience in developing relationships with customers and serving as a consultant
● Professional attitude and demeanor when interacting with others.
This is a quota carrying position so your total compensation will be Base Salary plus Bonus.
Job Type: Full-time
Pay: Up to $120,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
Schedule:
Application Question(s):
- Describe your experience working in a Client Retention position!
Education:
Experience:
- Client Retention: 2 years (Required)
- High volume calling: 3 years (Required)
Work Location: Hybrid remote in Aliso Viejo, CA 92656