We're expanding our team!

If you are you a dedicated and creative professional looking for an opportunity with a rapidly growing internet software (SaaS) company that is worth jumping out of bed for, get in touch.

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MEET WIZEHIVE.

WizeHive provides a secure, cloud-based platform - Zengine - to help mission-based organizations more effectively manage the full lifecycle of their grants, scholarships, fellowships, and other mission-critical programs. 

Our management team has a track record of success with startups and growth stage companies - in fact we’re one of Philly’s fastest growing private companies. We’re a company of driven go-getters with can-do attitudes who know how to innovate and collaborate. We enjoy competitive salaries, health benefits, stock options, flexible PTO, and more.

WHO ARE WE LOOKING FOR?

WizeHive is looking for a full-time Retention Specialist to join our growing customer success/services team. The Retention Specialist is accountable for assessing the churn risk of existing customers and developing strategies to increase client dedication and retain business. They will focus on client retention and cancellation data gathering; providing expertise and guidance on solutions to better the customer experience.

KEY RESPONSIBILITIES:

  • Serve as a point of internal escalation for customers threatening or requesting cancellation
  • Gain in-depth knowledge of customer issues in order to seek appropriate resolutions and provide accurate internal feedback
  • Conduct exit interviews for customers who end their WizeHive relationship in order to interpret the reason(s) for cancellation
  • Develop playbooks and prove-out strategies to "save" at-risk customers
  • Partner with Account Management/Sales when commercial concessions may need to be considered in order to "save" at-risk customers
  • Conduct/deploy first cycle feedback reviews/surveys with customers to find out satisfaction levels and services needs
  • Recognize key churn indicators and develop strategies and preventive measures to combat those risks
  • Synthesize all customer feedback and work cross-organizationally to infuse input into the Product roadmap and client experience processes

THE IDEAL CANDIDATE HAS:

  • 3+ years of Customer Service experience in a fast paced, client focused environment
  • Self-starter: must be proactive in research, fact gathering and fact checking
  • Strong time management skills
  • Strong conflict resolution skills
  • Advanced communication and social skills
  • Advanced organizational skills

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Sound like you?

If you're comfortable in a fast-paced environment, value team collaboration, pride yourself on attention to detail, and are hungry to make an impact, then we want to hear from you.

Apply Now