Retention Specialist (English & Punjabi) at Bobtail

About Bobtail
Bobtail is dedicated to increasing happiness by eliminating inefficiencies in the supply chain. We envision a supply chain without friction, fraud, waste, and abuse where companies succeed based on the value they create.
We work in a unique way at Bobtail, where we value teams over individuals and encourage experimentation and iteration to constantly improve. Teams are given flexibility in working towards a shared purpose and given the freedom to decide how they will accomplish their goals.
If you are an out of the box thinker that takes a proactive approach in collaborating with others to solve problems and achieve your goals - we would love to talk to you.
The things we value:
Mission
Teams over individuals
Collaboration
Communication
Iteration
Experimentation and failing fast
Initiative and solutions oriented approach
Documentation
Data
Mental health and work life balance
Diversity
Transparency
You should apply if you are/have:
Sales skills
1-3 years of experience in SaaS and B2B environments
Excellent English and Punjabi proficiency - written and verbal communication skills
1-3 years of proven experience in retention
Bachelor’s Degree in relevant fields (business, marketing, customer service)
Prior US trucking industry experience is a plus
Qualities and Attributes
Active listening skills
Good time management
Great communication skills
Persuasion ability
Compassion
Critical thinking and problem solving skills
Good organizational skills
Attention to detail
Patience and resilience
Willingness to go above and beyond
Data orientation
Ethical conduct
Collaborative attitude
Cultural sensitivity
Adaptability
You will be responsible for:
Customer relationship management by maintaining long-lasting relationships, monitoring customer adoption and satisfaction through customer outreach.
Collaborating with team members to decrease churn, increase retention rates and improve brand loyalty
Troubleshooting problems; addressing customer issues, complaints and dissatisfaction promptly and coordinating with relevant departments to find solutions and to follow up on those.
Identifying at-risk customers, developing and implementing retention strategies.
Collecting customer feedback to provide insights for product owners and marketing team to enhance our service.
Monitoring the assigned emails (personal and terminations) to address requests in a timely manner.
Documenting customer interaction, feedback and resolution in the CRM, and regularly report on retention efforts and outcomes.
Identifying opportunities to upsell or cross sell. Provide information about complementary offers and/or new products.
Maintaining an in-depth understanding of our products and service and value proposition to educate customers.
Benefits
Monthly Mental Break Day
Paid Time Off
Work from home (or wherever)
Parental leave
Creating a diverse and inclusive workplace is Bobtail’s nucleus. We are an equal opportunity employer and embrace people of different backgrounds, cultures, religions, national origins, races, colors, genders, gender expressions, sexual orientations, ages, marital status, veteran status, experiences, abilities and perspectives.