Remote Retention Specialist - Customer Success Advocate

About the Role

Join Constant Contact as a Remote Retention Specialist and become a vital part of our mission to empower small businesses and nonprofits. In this role, you will engage directly with customers who are considering canceling or downgrading their services, helping them rediscover the value of our platform. As a Remote Retention Specialist, you will play a crucial role in preserving revenue and ensuring that our customers feel valued and supported.

What You'll Do

• Respond promptly and professionally to customer retention inquiries via phone, email, and Salesforce cases, focusing on delivering positive customer outcomes.
• Manage inbound calls from customers requesting cancellation or downgrade, applying problem-solving techniques to address their concerns.
• Utilize advanced negotiation skills to retain customers and reduce churn.
• Act as a trusted advisor, providing insights and solutions that align with our customers' needs.
• Document customer interactions and feedback to improve our services and customer experience.

Requirements

• Proven experience in customer retention or customer success roles.
• Strong negotiation skills and the ability to handle difficult conversations with empathy.
• Deep understanding of how our platform supports small businesses and nonprofits.
• Excellent communication skills, both verbal and written.
• Experience with Salesforce or similar CRM tools is a plus.

Nice to Have

• Experience in a B2B SaaS environment.
• Familiarity with digital marketing tools and strategies.
• Ability to work independently and manage time effectively in a remote setting.

What We Offer

• Competitive hourly pay ranging from $17 to $20, with opportunities for bonuses.
• Fully remote work environment, allowing for flexibility and work-life balance.
• Supportive team culture that values integrity, ownership, and collaboration.
• Opportunities for professional development and growth within the company.
• Access to resources and tools to help you succeed in your role.