Retention Specialist

We are looking for a Retention Specialist to join our team and focus on retaining our core customer base! In this role, you will work directly with customers to identify issues and remove barriers to retain their business long term. To be successful in this role, you will create lasting bonds between customers and Podium and ensure their experience is a positive, value adding one. Qualities that will help someone in this role are a passion for working with customers, strong relationship management skills, a collaborative approach to your work, and a negotiations skillset. This work will require product walk-throughs, helping customers navigate technical support, and collecting customer feedback to be delivered to internal teams to help with long term customer retention. 

• Develop creative ways to retain customers and provide them with viable renewal options, including but not limited to negotiating pricing and/or contract duration
• Review and negotiate termed agreements to renew services to drive long term customer relationships
• Process the removal and/or reduction of services for customers, managing the credit/refund process for billing and escalated issues
• Develop collaborative relationships with the Finance, Support, Sales, and Legal teams
• Respond to inquiries and calls from onboarding, Sales, and customers regarding contract renewals, pricing, and cancellations
• Learn and develop an understanding of Podium products and services
• Assist with special projects and other responsibilities related to customer retention as assigned

• Proven track record of delivering outstanding customer service, exercising a high degree of good judgment to ensure the customer’s needs are met and their expectations are surpassed
• Excellent verbal and written communication skills
• 2+ years of Customer Relationship Management experience
• Strong negotiation skills and the ability to communicate professionally with customers
• Ability to handle urgent customer requests and tight turnarounds in a timely manner
• Excellent organization and problem solving skills, attention to detail
• Flexibility to work independently and a team environment
• A Bachelor’s Degree or equivalent work experience

BENEFITS

• Open and transparent culture - Checkout this video to see what it’s like to work at Podium
• Life insurance, long and short-term disability coverage
• Paid maternity and paternity leave
• Fertility Benefits
• Generous vacation time, plus three 4-day summer holiday weekends
• Excellent medical, dental, and vision benefits
• 401k Plan
• Bi-annual swag drops with cool Podium gear and apparel
• A stellar HQ (Utah) gym with local professional coaches and classes offered
• Onsite HQ (Utah) child care center, subsidized for employees
• Additional benefits for fully remote employees
  

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.