Sales Retention Specialist
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Job Description
Sales Retention Specialist at ServiceTitan, focusing on customer retention and effective transitions. Involves direct customer interactions and collaboration with various internal teams.
Responsibilities:
- Deal directly with our customers to find out what issues they are facing.
- Oversee a seamless transition from Sales to Implementation acting as the company equilibrium.
- De-escalate complaints/frustrations, guide customers to increased product adoption, offer concessions, billing modification, contract negotiations, and contract amendments.
- Analyze customer behavior.
- Own Salesforce workflows for creating, updating, and ensuring compliance with escalation ticketing system.
- Work with Sales and Onboarding department leads to develop and adapt to save and churn trends.
- Ensure the customer’s transition to Implementation is smooth.
Requirements:
- 1-2 years Customer Retention experience.
- Salesforce knowledge/experience (reporting, dashboards).
- Meticulous attention to detail and demonstrated ability to handle multiple priorities.
- Willingness to take initiative (identify problems quickly, proactive communication upstream and downstream, take on out-of-scope responsibilities when needed).
- Expert ability to break down complex situations.
- Expert ability to make unbiased decisions.
- Demonstrated ability and desire to perform hands-on, roll-up-your-sleeves level that will help transform the Pre-Implementation customer retention process.
- Effective risk and problem mitigation skills, as well as facilitate timely decisions against action plans.
- Advantageous customer service skills.
- Advanced communication and interpersonal skills.
Benefits:
- Flexible time off with ample learning and development opportunities to continue growing your career.
- Comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events.
- Great work is rewarded through Bonusly, peer-nominated awards, and more.
- Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and 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, and more.
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