ActiveCampaign is one of the fastest growing tech companies in Chicago revolutionizing marketing automation. Our software allows all of our users, the power to make smarter business decisions based on data-driven analytics.

Reporting directly to the COO, this newly-created role is responsible for the relentless pursuit of the reasons behind customer retention with the ultimate goal of enabling the company to meet and exceed stated customer experience goals. This role reviews individual customer decisions to not renew or to cancel with an eye towards fully understanding the decisions and looking for trends and patterns. The Customer Experience Advocate is obsessed with figuring out the complexities and intricacies of retention on an individual and holistic basis to avoid future retention.

What Your Day Could Consist Of:

• Review all customer churn decisions in near real time.
• Further analyze individual cases, whenever a churn reason is not clear or understandable.
• Work closely with the right internal leadership and team members, across departments, to best understand individual churn situations and solicit further information when necessary.
• Challenge information as needed to ensure best and complete information.
• Work to expose opportunities and get buy in to drive change in internal processes, content, and product changes that will impact retention.
• Ensure all trending or quick win items are followed up on and acted upon. Ensuring the loop is closed with our customers and internal stakeholders.
• Analyze patterns and trends across customer groups, industries, geographies, customer sets, etc. and document analysis and conclusions.
• Report on churn analysis, as appropriate in near real time along with a regular trend/update cadence
• Continuously remain aware of product and updated features to ensure credibility with stakeholders and churn data.
• Remain aware of the marketing automation industry and competitive set in order to stay on top of industry trends.

What Is Needed:

• Excellent knowledge of the ActiveCampaign product and all its features preferred
• Strong knowledge of the marketing automation industry and competitors
• Willingness to relentlessly pursue answers around churn questions, on an individual customer churn decision basis
• Persistency. Willingness and commitment to not give up until answers are found
• Excellent analytical and problem-solving skills
• Ability to formulate opinions and see trends based on individual and collective data
• Excellent communication and negotiation skills
• Ability to effectively apply pressure for information and feedback across all levels of the organization

We continually invest in our employees and offer comprehensive benefits including 100% coverage of your medical premiums and 50% for dependents, open vacation policy, fully paid maternity and paternity leave, 401k matching, catered lunches every day in a kitchen stocked with snacks and fresh fruit, free CTA or Metra passes, and a DIVVY bike membership (to name a few).

At ActiveCampaign, we are committed to maintaining a culture that is inclusive and diverse. Our colleagues foster an environment that is warm, supportive, and helpful where we treat each other exceptionally well. We are looking to add curious, driven, and creative individuals to our team who are ready to grow with us!