Inside Sales & Customer Retention Specialist

American Arbitration Association•San Francisco, CA

20d•$100,000 - $150,000

About The Position

ODR.com, a wholly owned subsidiary of the American Arbitration Association, is seeking an Inside Sales & Customer Retention Specialist to strengthen relationships with existing Caseload Manager customers and grow the customer base. Caseload Manager is a configurable case management platform serving dispute resolution professionals and organizations, including mediation programs, ombuds offices, HR departments, and law firms. This dual-purpose role is split approximately 50% between customer retention and account support and 50% between inside sales and business development. The specialist will engage existing customers, support renewals and expansion opportunities, and generate new business through prospecting, lead follow-up, discovery, product demonstrations, and sales follow-through. The position offers structured processes, tools, product training, and ongoing coaching, with collaboration across sales, customer retention, product, and marketing teams. The stated base salary is $75,000 annually, plus performance-based commission. Target total compensation is $100,000–$150,000 annually and varies based on sales performance and commission plan objectives.

Requirements

Early-career experience or background in sales, customer success, account management, or business development, with eagerness to grow professionally.
Interest in technology and ability to learn a software platform in depth.
Strong communication skills and comfort engaging customers and prospects by phone, email, and video.
Thoughtful listening skills and ability to ask questions and translate customer needs into practical solutions.
Willingness to learn to deliver effective software demonstrations.
Strong organization and ability to manage multiple customers, prospects, follow-ups, demonstrations, and opportunities simultaneously.

Nice To Haves

Familiarity with mediation, dispute resolution, ombuds, HR, legal, or related professional environments.

Responsibilities

Build and maintain relationships with existing Caseload Manager customers through regular, proactive outreach.
Conduct customer check-ins to understand satisfaction, product usage, training needs, emerging requirements, and concerns.
Support customer communications, training follow-ups, renewal reminders, and retention campaigns.
Track renewals, identify retention risks, and escalate concerns when appropriate.
Identify expansion opportunities involving additional products, services, users, departments, training, and use cases.
Coordinate routine product demonstrations, training, and customer education.
Answer basic product questions and route more complex technical or customer issues.
Maintain accurate CRM records covering customer activity, renewals, opportunities, risks, and next steps.
Follow up on inbound leads and prospects generated through marketing, industry relationships, conferences, and other sources.
Conduct proactive phone, email, and outbound prospecting to targeted organizations.
Lead discovery conversations to understand prospects’ processes, needs, and pain points and assess how Caseload Manager can add value.
Qualify opportunities based on fit, need, timing, budget, and potential value.
Deliver product demonstrations tailored to each prospect’s organization, workflow, and use cases.
Advance qualified opportunities through the sales pipeline and partner with senior sales leadership on larger opportunities, proposals, pricing, negotiations, and closing.
Identify new opportunities within the existing customer base.
Maintain an organized sales pipeline and consistent follow-up cadence using CRM and marketing automation tools.
Partner with Sales and Marketing to improve retention campaigns, outbound prospecting, sales messaging, demonstrations, collateral, prospect lists, and market-specific use cases.
Share customer and prospect feedback to help shape how Caseload Manager’s value is communicated across relevant markets.
Develop customer relationships while creating and advancing sales opportunities, with success measured by engagement and renewals, retention risks and expansion opportunities, outbound activity, qualified pipeline growth, demonstrations, sales bookings, CRM management, and product and sales expertise.