Description review
Retention Specialist (English & Punjabi)
Bobtail · Remote (Anywhere) · back to the listing
HR standards
53/100
needs work
Title ↔ description
69/100
needs work
Reads as
Customer Success Manager
94% confident
What this role officially is
client relations manager — ESCO, the EU occupation classification
Client relations managers act as the middle person between a company and its customers. They ensure that the customers are satisfied by providing them with guidance and explanation on their accounts and services received by the company. They also have possible other tasks such as developing plans or delivering proposals.
Also known as: customer service executive, client service manager, client relationship manager, customer service representative, consumer relations manager, client manager
How others title the same work
Large employers
- Customer Solutions Manager, EDU & SLG Western Region - CSM Amazon.com
- Technical Account Manager, Newspack Automattic
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- Enterprise Customer Success Manager (Japanese speaker) Canonical
- Graduate Customer Success Manager Canonical
Startups
- Manager / Director of Customer Success Craniometrix
- Founding GTM - Deployment Strategist Credal.ai
- Deployment Strategist (Munich Office) Dataleap
- Founding Customer Success Manager Clicks Health
- Founding Deployment Strategist Closure
What the listing never says
- 46 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No section describes what the person would actually do. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
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.
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.