Client Retention Specialist
Beyond Finance
Pro Retention Specialist
ServiceTitan
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $65,200 - $86,800 per year
Job Level
Junior
About the role
- Serve as the primary point of contact for customers awaiting pro onboarding.
- Ensure a seamless “warm handoff” from the sales team to the Pro Product Specialist (PPS) team.
- Proactively engage with customers to address any concerns, de-escalate frustrations, and provide clear communication about their onboarding timeline.
- Provide customers with helpful guidance, resources, and ROI testimonials to keep them engaged and positive.
- Accurately document all customer interactions in Salesforce.
- Analyze customer behavior to identify and address potential churn risks.
- Work closely with the Sales and Onboarding department leads to identify and adapt to customer churn trends.
Requirements
- 1-2 years of experience in a customer-facing role, with a strong background in customer retention or account management.
- Proven ability to de-escalate complex situations, mitigate risks, and develop effective action plans.
- Advanced written and verbal communication skills with a demonstrated ability to build rapport and actively listen to customer needs.
- Ability to quickly learn and understand the features and benefits of our product suite.
- Experience with Salesforce, including creating reports and dashboards to track customer data.
- Meticulous attention to detail and the ability to manage multiple competing priorities without compromising quality.
Benefits
- Flexible time off with ample learning and development opportunities
- Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents)
- 401k match
- Telehealth options including memberships to One Medical
- Parental leave and support
- Up to $20k in fertility services (i.e. IUI and IVF)
- Surrogacy and adoption reimbursement
- On-demand maternity support through Maven Maternity
- Free breast milk shipping through Maven Milk
- Pet insurance
- Legal advisory services
- Financial planning tools
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer retentionaccount managementreport creationdashboard creationcustomer behavior analysis
Soft skills
de-escalationrisk mitigationaction planningwritten communicationverbal communicationrapport buildingactive listeningattention to detailmultitasking
