Guesty Published: March 11, 2019
Job Type
Level of education
High school
Spoken Language needed
English
Level of Hebrew
Basic
Location of job
Tel Aviv/ Ramat Gan
How many relevant years experience do you require for the role:
2 years

Description

Our primary goal is to increase retention of Guesty’s smaller (SMB) business accounts by proactively driving value and creating successful experiences with Guesty. The role will require low but extremely targeted touchpoints with a large, diverse and dynamic set of customers. The CSM/Retention Specialist will use data and analytics reports to identify high churn risk and high growth clients to nurture. He/she will renegotiate commercial agreements, drive product adoption, and increase customer engagement in efforts to keep this segment of customers highly satisfied and brand promoters.

Responsibilities:
- Become a business, industry and technical expert on the Guesty Platform
- Create targeted 1:many touch points through emails, webinars and marketing initiatives
- Retention calling of customers who have been identified as a churn risk
- Understand the key business drivers of customers in this segment to create initiatives to drive increased product adoption
- Understand/articulate the value and advantages of Guesty over competitors to fight sales/retention objections
- Increase customer trust and brand affinity towards Guesty as a platform and service provider
- Work closely with the BI team to create the necessary alerts, reports, and customer profiles to increase platform adoption
- Serve as a customer success escalation point for tech support when customers raise concerns about the value of Guesty Product and Services
- Work with the team lead to create the best practices and processes needed to increase the MRR of the SMB customer segment
- Troubleshoot product problems as needed
- Recommend business and product solutions/best practices to support the needs of specific clients
- Renegotiate commercial agreements as part of the retention efforts
- Delegate, escalate and project manage the cross team efforts required to close specific issues internally (eg support, product, onboarding, sales…)

Requirements

- 2+ years Customer Success/Account Management/Sales/retention Manager Experience in a SAAS company
- Ability to create a rapport with clients and build brand confidence after brief, pointed interactions
- Data driven mindset
- Solution oriented problem solver
- Strong technical acumen and deep analytical skills
- Extremely positive - both sales AND services minded
- Strong Client and internal communication skills
- Eager and quick to learn new products and technologies
- Friendly, Patient and Professional demeanor
- Super organized and able to multitask - managing multiple accounts and priorities
- Passionate about client success
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