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. 

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