Customer Retention Specialist (m/f/d/v)

Full-Time     Atlanta, US

Responsibilities

  • Retains customer renewal accounts and cross-sell into different product groups
  • Provides the customer with a great experience that increases their lifetime value
  • Demonstrates the value of TeamViewer software vs other competitors
  • Answers inquiries about setup and product functionality
  • Handles escalated calls to convert them into satisfied customers
  • Converts termination or cancellation requests into win-back opportunities
  • Contacts existing churned clients and convert into win-back opportunities
  • Fields and promptly responds to email/ticket requests and convert into opportunities
  • Promote and maintain a high quality, professional, service-oriented company image among customers
  • Deliver prompt and accurate submission of any required documentation, notes and record keeping in our proprietary systems (Ticket system, CRM)
  • Maintains a productivity level that is consistent and at least on average with the team
  • Ideates possible ways to improve our process and system

Requirements

  • Excellent written and verbal communication skills
  • An additional language spoken is a plus
  • Strong negotiation and counter-offer skills
  • Maintains a positive attitude under pressure
  • Comfortable handling escalated customer interactions
  • You have great active listening (and reading) skills to ensure you understand each customer’s needs
  • At least 1 year of related Collections/Retention experience in a B2B environment (SaaS preferred)
  • Hunter attitude, you enjoy uncovering customer needs and providing solutions to save a sale
  • Time management skills: You’d describe yourself as a multi-tasker and can handle a high volume of calls/tickets/emails/opportunities
  • You’re a pro using the Microsoft Suite of products, and you have experience with CRM tools such as Freshdesk or Microsoft Dynamics
  • You have a proven record of hitting and exceeding your quota 
  • College degree or equivalent experience

What we offer

  • Teams that collaborate and work with each other towards a common goal
  • We offer career development and a top tier benefits plan including medical, dental, vision, and 401k match
  • This position will start remote until our offices reopen due to the pandemic.
  • We offer perks like free fruit, drinks and a variety of health and wellbeing activities
  • It's all about the team: become part of a community that values respect, support and open feedback
  • We truly live and celebrate our cultural diversity: our colleagues come from more than 70 countries and speak more than 40 languages
  • We work hard, and play harder! Look forward to company celebrations, team events and other social gathering
  • Make a significant contribution to the company. TeamViewer is used in space. What else can we achieve with your help?