Sales Retention Specialist

ServiceTitan

19h

About The Position

In this role, you will deal directly with our customers to find out what issues they are facing, how we may improve our products and services, and how to retain their business. You will oversee a seamless transition from Sales to Implementation acting as the company equilibrium. Responsibility is inclusive of but not limited to: de-escalating complaints/frustrations, guiding customers to increased product adoption, offering concessions, billing modification, contract negotiations, and contract amendments. This role requires speaking directly with customers about retention options. You will analyze customer behavior and own Salesforce workflows for creating, updating, and ensuring compliance with the escalation ticketing system. You will work with Sales and Onboarding department leads to continue to develop and adapt to save and churn trends. Ensure the customer’s transition to Implementation is smooth. You will be an integral part in proactively supporting Sales, CS and Success to drive forth seamless transitions across the customer journey. You will be a champion for the Customer and drive forth our Mission to continue to improve our one metric: the success of our customers. You will support and work effectively with Account Executives, Implementation Managers, Billing, and Customers, manage customer-related expectations, escalations, billing requirements, and churn accounts. You will de-escalate and inspire customers to adopt Onboarding. Ability to learn the ServiceTitan product is essential.

Requirements

Comes at a problem with perspective (ideally informed perspective) and experience.
Meticulous attention to detail and demonstrated ability to handle multiple priorities.
Salesforce knowledge/experience (reporting, dashboards).
Willingness to take initiative (identify problems quickly, proactive communication upstream and downstream, take on out-of-scope responsibilities when needed).
Expert ability to break down complex situations.
Expert ability to make unbiased decisions.
Demonstrated ability and desire to perform hands-on, roll-up-your-sleeves level work that will help transform the Pre-Implementation customer retention process.
Effective risk and problem mitigation skills, as well as facilitate timely decisions against action plans.
Advantageous customer service skills.
Advanced communication and interpersonal skills.
Ability to handle many projects/juggle multiple competing priorities without compromising quality of output.
Quick on feet + ability to discern solutions.
Coachable and self-aware.
At tune with Self-regulation.
Effective time management.
Active listening + rapport building skills.
Passion to deeply understand the Trades.
Intrinsically motivated.
Empathy.
Slow to judge/form opinions.
Empathize cross functionally while working effectively across teams.
Embody SLT guiding principles: Go for the Gap, Entitled to nothing grateful for everything, Keep a Blue Head.
Proficient Product Knowledge.
1-2 years Customer Retention experience.

Responsibilities

Deal directly with customers to identify issues, gather feedback for product/service improvement, and retain their business.
Oversee a seamless transition from Sales to Implementation.
De-escalate complaints and frustrations.
Guide customers to increased product adoption.
Offer concessions, billing modifications, contract negotiations, and contract amendments.
Analyze customer behavior.
Own Salesforce workflows for creating, updating, and ensuring compliance with the escalation ticketing system.
Collaborate with Sales and Onboarding department leads to adapt to save and churn trends.
Ensure a smooth customer transition to the Implementation team.
Proactively support Sales, CS, and Success teams to drive seamless transitions across the customer journey.
Act as a champion for the customer.
Support and work effectively with Account Executives, Implementation Managers, Billing, and Customers.
Manage customer-related expectations, escalations, billing requirements, and churn accounts.
De-escalate and inspire customers to adopt Onboarding.
Learn the ServiceTitan product.

Benefits

Flexible time off
Learning and development opportunities
Comprehensive onboarding program
Leadership training
Bonusly (peer-nominated awards)
Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents)
FSA and HSA
401k match
Telehealth options including memberships to One Medical
Parental leave and support
Up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement
On-demand maternity support through Maven Maternity
Free breast milk shipping through Maven Milk
Pet insurance
Legal advisory services
Financial planning tools