Client Retention Specialist
Posted 19 days ago
You'll complete your application on Magic, Inc's career site.
About the Role
We are looking for a Client Retention Specialist to cultivate and maintain connections between our firm and business partners. You will supervise a collection of client-assistant partnerships to ensure their continued efficiency and professional growth. Serving as the primary liaison, you will represent the interests of both our clients and remote workers, fostering success through strategic onboarding, ongoing engagement, and regular check-ins. Your contribution will be vital to upholding our standards for service excellence and smooth operational workflow. This position is ideal for an ambitious professional who thrives when resolving challenges in a remote, high-speed environment. You will collaborate with colleagues in Engineering, Finance, and Operations to resolve intricate problems while prioritizing client satisfaction and lasting loyalty. Joining a venture-backed organization, you will have the chance to support a worldwide remote workforce and assist companies in optimizing productivity through skilled mediation and communication.
Requirements
- Minimum of three years of professional experience in account management, customer retention, or customer support.
- Proven capability to manage several client relationships at once and a history of enhancing retention or renewal statistics.
- Fluency in spoken and written English to handle client communications effectively.
- Experience using CRM platforms, preferably HubSpot.
- Demonstrated background in handling churn prevention or winning back clients.
- Must be available for the night shift, specifically between 10 PM and 7 AM PHT, to align with US-based client hours, with a history of maintaining this schedule.
- Possess a proactive and problem-solving approach.
- Must maintain flawless attendance during the four-week training period and secure high marks on daily evaluations.
Responsibilities
- Proactively supervise the status of client-assistant pairings and intervene early to mitigate churn by spotting potential issues.
- Manage a daily volume of more than thirty support tickets with tailored, prompt solutions and record all engagements precisely in HubSpot.
- Conduct live calls for high-stakes escalation and win-back discussions.
- Oversee client onboarding sessions and manage periodic follow-ups, beginning at the 30-day milestone.
- Deliver coaching and constructive feedback to remote assistants to uphold high performance standards.
- Participate in a complete four-week training curriculum, including Product and Skills development and an Immersion stage, to prepare for operational duties.
Benefits & Perks
- Monthly gross salary reaching up to ₱38,000.
- Opportunity to work in a completely remote capacity.
- Inclusion in a thorough four-week training curriculum featuring Product and Skills instruction alongside an Immersion phase.
- Employment within a globally recognized firm backed by Y Combinator and Sequoia.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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