Here at VelocityEHS, the customer is our number one priority and it shows in our customer retention rates.  As a Customer Retention Specialist I you will be in a high-profile position that combines your customer care skills with a bit of salesmanship to renew and salvage existing customers, with an emphasis on our small to medium customer segments. With high Retention and Customer Satisfaction Rates, the position is not one of high conflict, rather an opportunity to demonstrate value where it may not be seen. You will have an immediate impact by forging relationships and focusing on customer satisfaction, identifying sales opportunities to close yourself or refer to sales (depending on the situation), and providing general account management to our current customers.

The VelocityEHS work environment is dynamic, innovative and entrepreneurial.  We have a results-oriented culture that demands intelligence, teamwork and follow-through.  If you have these qualities and are a self-starter with creativity and a strong work ethic then this is the job for you - check out the details below and apply now.

• Apply best practices to retain customers who are off-contract (non-contract renewals), with the goal of signing them to three-year extensions while salvaging cancellation requests
• Identify clients at-risk of cancellation and manage based on MSDSonline At-Risk program guidelines
• Resolve retention-related customer issues including cancellation threats
• Perform pricing assessments to maximize retention revenues and defend/negotiate price during renewal
• Probe for sales opportunities for additional products and/or services, and route appropriately to sales or close the deal directly depending on company rules of engagement
• Apply critical thinking and problem-solving skills to research, troubleshoot and guide clients through the MSDSonline product suite in order to solve the clients' needs
• Advocate for customer needs to improve internal processes, alter business rules, and influence product development
• Work closely with engineering and QA teams to ensure that customer issues are resolved correctly and in a timely manner
• Assist customers with technical and non-technical related questions
• Assist in creation and maintenance of SOPs, knowledge base articles, and other team materials as needed
• Other projects and duties as assigned

Minimum Skills & Qualifications

• 2+ Years’ experience in account management, customer support, Customer Success, or sales

• Customer-driven personality with the ability to initiate, establish, and nurture meaningful business relationships over the phone

• Able to maintain a high level of activity, manage multiple competing priorities, and work effectively in a results-driven culture
• Effective in building rapport with customers.
• Superior ability to review and negotiate contracts
• Must possess strong orientation to details, decision-making, critical thinking, and analytical skills
• Excellent verbal and written communication skills – including grammar and voice quality
• Able to work independently with minimal supervision; also can be an effective team member

• Strong working knowledge and proficiency with a PC, internet browsers, MS Office Skills (Word, Excel, PowerPoint and Outlook) and web-based tools are required

Preferred Skills & Qualifications

• Bachelor’s Degree
• Experience with Salesforce.com, or similar CRM, and web-conference applications

At VelocityEHS (formerly MSDSonline) we’re all about helping companies around the world promote a safer work environment for their employees. We develop innovative on-demand (cloud-computing technology) safety and compliance management solutions that enable our customers, environmental health and safety (EHS) professionals in a wide range of industries, to work faster and more cost-effectively in administering their overall safety compliance programs.

Headquartered in the heart of downtown Chicago, VelocityEHS is much more than just a place to work. VelocityEHS has cultivated a unique environment where success is both a journey and an everyday occurrence. We work hard and play hard because we love what we do. We place a high value on teamwork, and at the same time, look for individuals who are self-motivated and willing to take risk to help the company advance.

VelocityEHS offers many benefits, including:  paid time off, health/dental insurance, 401(K) plan, casual dress, transit benefit program and more. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. We welcome and encourage diversity in the workplace.