Retention Specialist

| Chicago | Hybrid
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ActiveCampaign's category-defining Customer Experience Automation Platform (CXA) helps over 150,000 businesses in 170 countries meaningfully engage with their customers. The platform gives businesses of all sizes access to 500+ pre-built automations that combine email marketing, marketing automation and CRM for powerful segmentation and personalization across social, email, messaging, chat and text. Over 100,000 of ActiveCampaign's customers use its 850+ integrations including Microsoft, Shopify, Square, Facebook, and Salesforce. ActiveCampaign scores higher in customer satisfaction than any other solution in Marketing Automation, CRM, and E-Commerce Personalization on G2.com and is the Top Rated Email Marketing Software on TrustRadius. Pricing starts at just $9/month. Start a free trial at ActiveCampaign.com.


As a global multicultural company, we are proud of our inclusive culture which embraces diverse voices, backgrounds, and perspectives. We don’t just celebrate our differences, we believe our diversity is what empowers our innovation and success. If this matches your goals and interests, we hope you consider joining our team!


As one of the fastest-growing SaaS companies, we are scaling rapidly to keep up with market demand. We are growing all of our teams and looking for people who share our values, deliver innovation frequently, and join us in our mission to grow our customer base from 150,000 today to millions.


We are seeking candidates who truly enjoy working with small and medium-sized customers and help them understand how the ActiveCampaign platform and tools can help them propel their business forward. If you are a problem-solver with a technical depth and a customer-first mentality, the motivation to take the initiative to own and resolve customer issues to help them leverage their use of our products for maximum impact, are highly curious, and love the intersection of technology and marketing, we'd love to talk to you.


In this role, you will work to remove barriers to customer retention and collaborate with the border Customer Organization, as well as internal stakeholders in Sales, Finance and Billing, Technical Support, and Product, to ensure customers can continue to grow their business on the platform. Your primary focus will be on revenue recovery to maximize retention, identifying expansion opportunities, and potentially renewal management within our Customer Support organization, all while creating a wow experience for our customers. 

What your day could consist of:

  • Collaborate with sales, customer success, and management to mitigate churn and contraction from customer support requests
  • Respond to and resolve a high volume of customer account inquiries in a timely manner while providing exceptional customer service. 
  • Proactively identify improvements to the product, identify and reproduce bugs and otherwise determine high-impact opportunities to enhance the customer experience
  • Communicate thoughtful, customized solutions that help at-risk customers move forward and grow their business 
  • Work with management and internal teams to identify at-risk customers and develop playbooks to help mitigate potential churn 
  • Identify expansion opportunities while working with at-risk customers or upon renewal to help drive retention efforts. 
  • Actively contribute to the growth of the team by providing feedback, iterating on processes, and piloting new initiatives. 

What is needed:

  • 2+ years of Customer Support, Success or Account Management experience with a focus on renewals, contracts, or churn reduction. 
  • Experience partnering and building relationships with global teams to execute strong negotiation and problem-solving skills
  • Ability to communicate clearly and effectively lead a phone conversation 
  • Excellent independent work and entrepreneurial in a constantly changing and frequently ambiguous environment
  • Possess a strong technical aptitude and ability to master complex business and software topics.
  • Experience working with C-level executives, leadership, and other stakeholders responsible for budget, software, or operation decisions is preferred
  • Negotiation or sales experience is preferred
  • Prior experience in but not limited to Zoom, Google, Zendesk, Zapier, JIRA, Slack, CloudApp, and TextExpander is preferred

ActiveCampaign is an employee-first culture. We take care of our employees at work and outside of work. You can see more of the details here, but some of our most popular benefits include our comprehensive health and wellness benefits (including no premiums for employees on our HSA plan, tele-health and tele-mental health, and access to the Calm app for mediation), open paid time off, generous 401(k) matching with no vesting, a generous stipend to outfit your remote office, and a focus on career growth including access to personal and professional coaching. We take a proactive approach to diversity and inclusion and offer parental leave, career pathing, and support employees’ ongoing learning and development through Udemy and access to life coaches via Modern Health. We also offer cool swag.


ActiveCampaign is an equal opportunity employer. We recruit, hire, pay, grow and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law.


Our Employee Resource Groups (ERGs) strive to foster a diverse inclusive environment by supporting each other, building a strong sense of belonging, and creating opportunities for mentorship and professional growth for their members. 


Our core values: 

Start with trust

Make the customer a hero

Cultivate inclusion & diversity

Iterate everything, always

Create WOW

Pursue growth with gratitude


Visit here to learn about perks and benefits at ActiveCampaign and see our values in action.

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Location

Located in the heart of the Loop overlooking State Street, with views of the lake and Millennium Park with easy access to the Metra & CTA stations.

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