Podium exists to help local businesses win. Using Podium’s technology, local businesses are able to simplify the way they build their business and modernize the way they communicate with their customers – from collecting payments, facilitating online reviews, launching marketing campaigns, and much more.  

Our work and focus on local business and helping them to build thriving businesses has been recognized across the industry, including Forbes’ Next Billion Dollar Startups, Forbes’ Cloud 100, the Inc. 5000 (#13), and Fast Company’s World’s Most Innovative Companies. For more about our product, watch this video. Podium has a positive, inclusive, and supportive culture and was recently named one of Inc. Magazine’s Best Workplaces for 2021 (4 years in a row). We look for people who are curious, creative and are willing to do the work to be a little better every day. We also embody our company values in all that we do, which always starts with being Customer Obsessed, followed by Be a Founder, Zero Drama, and Enjoy the Ride. 

We are looking for a Retention Specialist to help us retain our core customer base. In this role, you will deal directly with our customers to find out what issues they are facing, how we may improve our products or services, and how to keep their business. To be successful in this role, you should have a persuasive attitude, excellent relationship skills, and a passion for helping customers. Ultimately, a top-class Retention Specialist will create lasting bonds through focusing on the customer’s success - you will ensure they start their experience focusing on what success looks like and how to get there. You'll perform walk-throughs, tech support, and go over metrics to ensure every customer finds value. You'll be working with small and medium-sized businesses as well as collaborating with Support Representatives to better assist our customers. You'll also collect customer feedback and present it to our internal teams, ensuring our product roadmap meets and exceeds customer’s expectations.

What You Will Do:

  • Learn and develop an understanding of Podium products/services
  • Respond to inquiries and calls from onboarding, Sales, and customers regarding contract renewals, pricing, and cancellations
  • Review and negotiate termed agreements to renew services to drive long term customer relationships
  • Process the removal and/or reduction of services for customers, managing the credit/refund process for billing and escalated issues
  • Develop innovative ways to retain escalated customers and provide them with viable renewal options, including but not limited to negotiating pricing and/or contract duration
  • Develop business relationships with Finance Specialists, CS Advocacy, Account Executives, Product Specialists and Legal team members
  • Capture your consistent customer activity and other key information within Salesforce daily and Gainsight
  • Provide backup coverage for other Retention Account Managers as needed
  • Assist with special projects and other responsibilities related to customer retention as assigned

What You Will Need:

  • A Bachelor’s Degree or equivalent work experience
  • 2+ years of account management experience
  • Strong negotiation skills and the ability to communicate professionally with customers
  • Keen interest in sales operations and communication
  • Ability to work under pressure and manage tight deadlines, responding to inquiries in a timely manner
  • Excellent organizational skills, problem-solving skills and attention to detail
  • Flexibility to work independently and within a team environment
  • Proven track record of delivering outstanding customer service, exercising a high degree of good judgment to ensure the customer’s needs are met and their expectations are surpassed
  • Experience modeling a high standard of commitment to an organization and intellectual curiosity
  • Excellent verbal and written communication skills with a commitment to engage and collaborate with people across a variety of levels with diverse backgrounds

BENEFITS

  • Transparent culture
  • Work in this building in Lehi, UT
  • Great opportunities for career growth
  • A stellar onsite gym with local professional coaches
  • Weekly free lunch, breakfast and smoothies
  • Swag

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status. 

Apply for this Job

* Required
  
  
When autocomplete results are available use up and down arrows to review
+ Add Another Education


Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Podium’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.