Account Manager - Retention Specialist
- Yelp
- Full Time
- Customer Support
- Remote-US
- $50K - $100K
Remote Job Description
In this role, you will be expected to work an 8 hour shift between the operational hours of 5am-6pm Pacific Time / 6am-7pm Mountain Time / 7am-8pm Central Time / 8am-9pm Eastern Time totaling 40 hours a week. The working days will be Monday-Friday.
Do you love local businesses, and want to help them grow? The Yelp Customer Success team is seeking a dedicated and driven Customer Success Representative to provide a 5-star experience to our small business advertisers! As a member of the Customer Success team, you will be committed to supporting, consulting, and retaining our advertisers post-sale.
What you'll do:
- You will help strengthen Yelp’s revenue retention by providing exceptional and timely customer support
- You will handle escalations, prevent cancelations, and upgrade a client's ad campaign when applicable
- You will consult and educate Yelp advertisers by answering a high volume of inbound calls and emails
- You will show clients the value of Yelp by highlighting their investment returns through ad performance metrics
- You will become an expert in Yelp’s advertising solutions and adapt product recommendations quickly to suit client needs - asking probing questions and handling objections will be critical to your success
- You will exhibit strong communication skills, both externally with clients and internally with other Yelp employees
- You will remain organized and efficient in a fast-paced environment
- You will consistently achieve/exceed monthly goals
What it takes to succeed:
- You have a Bachelor's Degree or 3+ years of relevant client facing experience
- You have experience retaining and upselling clients (strongly preferred)
- You are technically proficient with computers and information systems
- You have strong communication (verbal and written)
- You excel with problem solving and troubleshooting
- You have experience in account management, sales, advertising, or small business (preferred)
- You have a love for local businesses and understand their importance in local economies
- You have excellent time management and organizational skills with the ability to track and complete numerous details
- You have the ability to handle tough conversations with business owners in a professional, solutions-oriented manner
- You have the ability to strike a balance between consulting and supporting as needed
- You are willing to receive and implement feedback
- You have the ability to embrace a fast paced and always-changing environment
What you'll get:
- Available your first day: Full medical, vision, and dental (Employee-only plans available at no cost to the employee)
- 15 days PTO per year for first 2 years of employment (accrual begins on date of hire); number of PTO days increases after 2 years of tenure, 5 paid wellness days, 12 paid holidays, 1 floating holiday
- Up to 14 weeks of parental leave
- Monthly wellness reimbursement
- Health Savings, Flexible Spending and Dependent Care accounts
- 401(k) retirement savings plan with employer match
- Employee stock purchase plan
- Compensation base salary is $50,000 annually + performance based incentives