Sales Support CO
8 hours ago
Location: Westminster CO 80021
Duration: 6+ months
Location: Must be located within 1 hour from the Westminster office, or remote in Rhode Island.
Language: Spanish speaker preferred.
Office Attendance: Hybrid in Westminster, CO (3 days in office, 2 remote) or remote in Rhode Island.
Details:
- The Digital Retention Specialist at SketchUp is responsible for ensuring high levels of customer retention and satisfaction.
- This role involves proactively engaging with customers to understand and address their needs, identifying blockers to renewal, and implementing strategies to improve customer loyalty.
- The ideal candidate will possess excellent communication skills, a customer-centric mindset, and the ability to analyze data to drive retention efforts.
- Customer Engagement: Make outbound messages or calls to understand and address reasons for potential discontinuation of services.
- Issue Resolution: Take ownership of customer issues, ensuring minimal escalation and high satisfaction.
- Independent Decision-Making: Resolve customer needs independently and effectively.
- Customer Service Excellence: Communicate with customers, internal teams, and senior management to deliver exceptional service.
- Negotiation: Directly negotiate with customers to overcome adoption barriers and develop plans to resolve pain points.
- Documentation: Maintain detailed records of customer interactions and activities in Salesforce.
- Data Analysis: Analyze data to identify trends and opportunities for improving retention and reducing churn.
- Collaboration: Work closely with the Sales and Support Teams to handle escalations and enhance the customer experience.
- Content Development: Identify, create, and deliver content to support customer adoption and engagement needs.
- System Proficiency: Demonstrated ability to rapidly learn and efficiently navigate multiple business systems, ensuring seamless task completion and operational effectiveness.
- Customer Focus: Strong customer-centric and growth mindset.
- Retention Expertise: Experience in customer service and retention.
- Listening Skills: Excellent active listening and empathy to understand customer perspectives.
- Problem-solving: Strong analytical skills and a solution-oriented approach.
- Negotiation: Skilled in effective negotiation techniques, including identifying customer pain points, proposing solutions, and achieving favorable outcomes to build strong customer relationships.
- Time Management: Ability to prioritize tasks and manage time effectively in a fast-paced environment.
- Communication: Excellent writing and communication skills, with the ability to convey thoughts clearly and concisely.
- Interpersonal Skills: Strong ability to collaborate with stakeholders and customers at various skill levels.
- Trustworthiness and Professionalism: Demonstrated ability to handle sensitive information with integrity and maintain a professional demeanor.
- Contract-to-Hire Opportunity: We are seeking a candidate for a contract-to-hire position. If the individual demonstrates strong performance and meets our expectations, this role has the potential to transition into a full-time sales position. Upon conversion to full-time employment, the candidate will be eligible for comprehensive benefits and commission.
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