Client Experience Specialist

We wouldn’t have a business without our clients. Every day we come in determined to find solutions which help them find success and make their lives easier. We’re expanding our Client Experience (CX) team with a new Client Experience Specialist (CXS). It’s a critical role to help retain clients who have requested to cancel. The CXS is the last opportunity to save a client! 

Are you a customer-whisperer? We’re looking for a teammate who loves rolling up their sleeves, handling difficult client conversations and taking pride in finding solutions to retain a client.

Does this sound like you? 

You’re gifted at:

• Quickly building rapport and trust, raising objections, and finding solutions

• Dealing with a diverse set of clients, from corporate marketers to sole-proprietors – you love people, you understand them, and they can tell

• Managing multiple projects and challenges on different timelines by being highly organized through detailed notes, adept software skills, metrics and reporting

• Assessing situations, gathering all relevant information, and swiftly finding solutions

• Proactive outreach through high-level verbal and written communication

• Ensuring data quality and thoroughness of captured churn reasons so we can make data-driven decisions on biggest areas for improvement

• Developing long-term strategies that drive your retention and expansion work, saving your decision making energy because you’ve planned for as many scenarios as possible

• Active listening skills with strong verbal and written communications; customer empathy

• Working cross functionally with every team throughout the organization

• Acting with a sense of urgency

• Prioritizing your day/schedule - well-organized

• Being adaptable, able to stay on top of things in an ever changing environment - flexible

 

You have:

• 2-3 years in a client retention role, preferably at a SaaS company

• Familiarity with the residential real estate industry, hands-on experience working with real estate agents and/or real estate technology is a plus

• Experience driving towards KPIs around retaining and growing client accounts

• A consistent track-record of winning, you’ve saved clients, and you take great satisfaction in your wins

• 1+ years working with software, ideally web-design or development, or marketing

You command:

• Calm energy in stressful situations, you realize people can be emotional and you don’t take it personal because at the end of the day, you care about finding a solution

• Closing out unfinished business, you can recognize when the best solution is the quickest solution, saving you, your client, and your team valuable time 

• Start-up hustle & teamwork

• Mondays 

Key metrics:

• Productivity:

  • Retention Tasks Completed

  • Time-to-Completion SLA

• Bonus based on your:

  • Account Save Rate

  • Saved ARR Rate

  • Rate of Contraction ARR

• Team-based commission based on:

  • Churn ARR below Threshold