Vendor Retention Specialist

ABOUT THE ROLE AND OUR TEAM:

The Vendor Retention Specialist is responsible for meeting or exceeding team expectations for retention among the TKWW wedding pro (vendor) base.

As the primary business consultants to TKWW's SMB vendors, the Vendor Retention Specialists on our Inbound team are responsible for a team based queue of accounts and provide reactive services to help paying vendors stay on track and see success on the TKWW platform(s).

RESPONSIBILITIES:



* Serve as the primary inbound point of contact for Tier 1 support for TKWW Paid Vendors.


* Ensure timely and successful delivery of TKWW solutions according to Vendor needs and objectives, including the management of auto renewals, handling both overt and subtle cancellation requests.


* Track and report on all activity and results in our CRM, Salesforce, as well as ensure accurate customer account information.


* Use, track, and solve tickets in Salesforce from partner teams, Vendors, and sales teams.


* Achieve expansion & winback goals through educating customers on the value of our WeddingPro program and services.


* Maintain ownership and accountability of a select number of priority accounts to achieve monthly ACV targets via expansion, winback, and cancellation mitigation.


* Ensure adherence to all prescribed call metrics, including but not limited to agent state, availability times, average handle time, inbound call adherence, and outbound call/email campaigns.


* Remain 100% compliant with all data, record-keeping, and reporting requests.


* Other projects/duties as assigned.

SUCCESSFUL VENDOR RETENTION, SPECIALIST CANDIDATES HAVE:



* Ideally 1+ year in a revenue-responsible role or customer support role with outcome-based performance expectations.


* Preferred experience in a quota or other individual metrics accountability environment


* Ideally renewal/retention/support/cancellation experience in a B2B setting


* Comfortable with direct accountability for individual and team outcomes


* Proven influencing and problem-solving skills.

Can get customers to "yes" in multiple situations using multiple tools


* Excellent written and verbal communication skills


* Customer service and relationship building skills, including the ability to de-escalate sensitive conversations with customers via phone and email


* Thrives in a high-pace and collaborative team environment


* Quantitative and analytical skills


* Comfortable with change, ambiguity, and decision-making with incomplete information


* Ability to prioritize and stay organized while balancing inbound client requests/questions and outbound proactive outreach

IT'S A BONUS IF YOU HAVE:



* Consulting or coaching experience with small, medium-sized businesses


* SaaS, online marketplace, and/or online advertising experience


* Salesforce CRM and reporting