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
JuniorMid-Level
About the role
- Serve as POC for customers until they transition from Sales to Onboarding
- Progressively comb through accounts and identify debooking risks
- Identify & address pain points and road blocks in the Sales hand-off and Onboarding process that the team has to navigate, while resolving debooking risks
- Manage escalations on behalf of sales related to pre-sales items such as concessions, billing modification, and contract amendments - may require speaking directly with customers about retention options
- Own Salesforce workflows for creating, updating, and ensuring compliance with the escalation ticketing system
- Own concessions list & help the Sales team offer customer concessions in debooking risk/escalations & get approval from billing
- Develop resources and enablement for the Sales team to tackle and navigate debookings at higher levels
- Work with other department leads to continue to develop and adapt to debooking trends - keep teams proactive
- Gather data & log churn info to record successful saves, churn reasons to identify what’s working and what needs improvement
Requirements
- 1-2 years of experience in Sales or customer escalation management and process improvement
- Demonstrated ability and desire to perform hands-on, roll-up-your-sleeves level work that will help transform the Sales/Onboarding customer retention process
- Well-versed in defining and optimizing business processes and measuring the effectiveness of processes and people
- Flexibility, and ability to adjust on the fly, to new demands; a high sense of urgency
- Exceptionally strong communication skills, including experience, in effectively communicating with the executive team
- Strong attention to detail and demonstrated ability to handle multiple priorities
- Excellent planning, time management, organizational, and interpersonal skills
- The ability to consistently deliver on commitments
- Strong risk and problem mitigation skills, as well as facilitating timely decisions against action plans
- Bachelor's Degree preferred
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)
- FSA and HSA
- 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
Sales process improvementCustomer escalation managementBusiness process optimizationData analysisSalesforce workflowsChurn analysisTicketing system complianceConcessions managementRetention strategies
Soft skills
Communication skillsAttention to detailTime managementOrganizational skillsInterpersonal skillsFlexibilityProblem mitigationDecision facilitationAbility to handle multiple prioritiesHigh sense of urgency