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Customer Engagement

2 months ago

Trenton, United States Homerun B.V. Full time

At Travefy we're looking for a Customer Engagement & Retention Specialist to join our team.

Build tools that are shaping the future of travel. At Travefy our mission is to power the success of travel professionals. Our platform – including trip proposal, itinerary management, and client management tools – help Travel Advisors, Tour Operators, and other professionals efficiently grow their businesses. We’re proud that Travefy powers thousands of travel businesses across the globe and are excited to grow our team with others who have a passion to solve problems and transform the travel industry. Customer Engagement & Retention Specialists are critical to Travefy’s efforts to support robust user engagement, drive renewals, and reduce churn. Customer Engagement & Retention Specialists at Travefy have key areas of responsibility and own their own work streams—all of which directly impact the success of the team. This position is available in Omaha and Lincoln, Nebraska or Pennington, New Jersey.

Roles & Responsibilities As a Customer Engagement & Retention Specialist you will: Be Travefy’s in-house SaaS retention and churn expert

Manage and iterate Travefy’s robust retention strategy, with the goal of minimizing attrition and fostering enduring customer relationships

Manage customers who are canceling or at risk of cancelation through engagement efforts, direct outreach, and problem solving

Own Travefy’s dunning (failed payment) efforts including automated systems and direct outreach

Own regular reporting of retention and churn metrics—as well as key learnings to uncover customer requirements and roadblocks

You'd Be A Great Fit If You are a high-energy, self-starter with an infectiously positive attitude

You enjoy a dynamic, fast-paced environment, and are willing to wear multiple hats

You are a top notch written and verbal communicator and enjoy regular customer communication

You are an ambitious, high-capacity personality that is motivated by completing daily responsibilities and energized by customer interactions

You have the ability to analyze data, derive insights, and implement data-driven strategies

Requirements You are a people person and a polished communicator both verbally and written

You are organized with a high attention to detail and the ability to own and manage a diverse portfolio of responsibilities

You are a creative problem solver, strategic thinker, and love testing new systems to support customer retention

You have experience in client support, account management, sales, or any role that demonstrates a comfort and success in communicating with customers via email, phone and/or Zoom

You have a good understanding of SaaS/subscription-based metrics and retention best practices

You have demonstrable analytical skills, with the ability to analyze and implement data-driven strategies Levels Available Levels include: Customer Engagement & Retention Specialist

Senior Customer Engagement & Retention Specialist

Benefits $50K-$75K total compensation commensurate with experience including salary and target bonus

Healthcare, Dental, and Vision coverage for you and your family in addition to Disability Insurance and Life Insurance.

401(k) Retirement Plan with automatic company contribution

An Unlimited Vacation Policy including an Annual Travel Stipend

Enjoy a technology budget, food budget, and fun work environment

And more…

Travefy is an an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are interested in every qualified candidate who is eligible to work in the United States. Unfortunately, we are not able to sponsor employment visas at this time.

Apply for the job Do you want to join our team as our new Customer Engagement & Retention Specialist? Then we'd love to hear about you

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