Western Region - Inbound Retention Specialist - Sales - US Remote

Yelp•Los Angeles, AK

3d•Remote

About The Position

Yelp's Customer Success team is seeking a dedicated and driven Inbound Sales Retention Specialist to support, consult with, and retain small business advertisers after the sale. The role helps strengthen Yelp's revenue retention by providing timely customer support, consulting with current advertisers, and educating them about Yelp's advertising solutions. Specialists demonstrate the value of Yelp by explaining ad performance metrics and investment returns, while adapting recommendations to each client's needs. The position operates remotely, but candidates must reside in the Western United States in the Pacific or Mountain time zones; candidates in the Bay Area are not being considered. The specialist will spend most of the day in an inbound phone queue and use Yelp's internal Chatbench tool to research, draft proposals, analyze data, and address objections. Success requires strong communication, listening, conflict-resolution, organization, and problem-solving skills, along with the ability to consistently meet or exceed monthly goals. A dedicated high-speed hardline internet connection is required; satellite internet and mobile hotspots cannot be used.

Requirements

Bachelor's degree or at least 3 years of relevant client-facing experience.
Technical proficiency with computers and information systems.
Strong verbal and written communication skills.
Problem-solving and troubleshooting ability.
Love for local businesses and understanding of their importance to local economies.
Excellent time-management and organizational skills, including the ability to track and complete numerous details.
Ability to handle difficult conversations with business owners professionally and with a solutions-oriented approach.
Ability to balance consulting and support as needed.
Willingness to receive and implement feedback.
Ability to adapt to a fast-paced, constantly changing environment.
Access to a dedicated high-speed hardline internet connection in the workspace; satellite internet and mobile hotspots are not permitted.
Must reside in the Western United States in the Pacific or Mountain time zones; Bay Area candidates are not being considered.

Nice To Haves

Experience in account management, sales, advertising, or small business.

Responsibilities

Provide exceptional and timely customer support to strengthen Yelp's revenue retention.
Consult with and educate current Yelp advertisers while working in an inbound phone queue for most of the day.
Highlight ad performance metrics and investment returns to demonstrate the value of Yelp.
Use listening and conflict-resolution skills to address escalated clients.
Become an expert in Yelp's advertising solutions and adapt recommendations to client needs by asking probing questions and handling objections.
Communicate effectively with clients and other Yelp employees.
Remain organized and efficient in a fast-paced environment.
Consistently achieve or exceed monthly goals.
Use Chatbench to research, draft proposals, analyze data, and overcome objections.

Benefits

Medical, vision, and dental coverage effective the first day.
Mental health support and services through Modern Health.
15 days of PTO, accruing from the date of hire and increasing after 2 or more years of tenure.
12 paid holidays and one floating holiday.
7 paid wellness days.
Up to 14 weeks of parental leave.
Monthly wellness subsidy.
Flexible spending account.
401(k) retirement savings plan.
Employee stock purchase plan.
Work-from-home reimbursement.