Retention Specialist

OutboundEngine is a 100 percent done-for-you email, social media and content marketing platform that helps business owners stay top-of-mind with customers and prospects, and turn online engagement into revenue. The cloud-based product automates the delivery of timely, tailored e-mail, social and content marketing campaigns for a wide range of industries.

In the Retention Specialist role, you’ll be responsible for consulting and re educating customers on the value of our email and social media marketing services. Assisting our customers with their technical questions via phone and email support is also required. The Retention department also works directly with our customers to adjust their billing or product package and the cancellation of accounts . We’re a growing, dynamic department, so you’ll be expected to jump in and figure things out quickly. You’ll have to be a good listener, insanely organized, detail-oriented, friendly, and excited to know you can make a very real difference every day in a rapidly-growing business!

* Consulting our customers to ensure their complete satisfaction and understanding of the value of the OutboundEngine product suite, focusing on customer satisfaction and creating a long and happy customer lifetime. * Understanding our customers concerns and tailoring a plan of action that may include adding products and services to their existing plan as well as increasing or decreasing a customer's monthly price point. * Assisting customers with technical questions and troubleshooting. * Active listening to concerns and or frustrations they may have. * Working through multiple software platforms including but not limited to Excel, Salesforce, Zendesk, and Zuora. * Representing the voice of the customer internally at OutboundEngine by taking feedback from the frontlines and sharing it with other departments.

* Previous experience on a Customer Success team or Sales team. * Excellent communication skills — in both writing and speaking. * Great attitude, effort and focus. * Viewing every interaction with our customers as an opportunity for education and consultation. * Knowing how to utilize teammates and resources to find the best solution to any problem. * Ability to multi-task and work under pressure independently without constant guidance. * Familiarity with online marketing and advertising. * Reliability--we want to over-deliver with any promise we make to a customer. * Cool and calm demeanor when customers are neither cool nor calm. * Unyielding resilience, strong work-ethic, and an innate drive for personal success. * Excellent problem-solving skills; if you’re the go-to person in your current department for escalated or difficult issues, that’s a good sign. * Experience with Excel, Zendesk and Salesforce is a plus.