Client Retention Specialist

| San Francisco
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At Fivestars our mission is to help businesses and communities thrive by turning every transaction into a relationship. Over 30 million people use Fivestars to get rewarded at 12,000 local businesses with one rewards program. Local businesses use Fivestars to bring more customers into their stores with one powerful program. In 2017, Fivestars drove $2 billion in local commerce across its network. We’ve raised $105 million from HarbourVest, Menlo Ventures, Lightspeed, DCM, and Y-Combinator and invite you to join us in creating a Love Local movement across the US and Canada. Visit www.fivestars.com for more information.

As Fivestars experiences hyper-growth, it is important for us to maintain focus on our fundamentals. Our client retention team focuses on re-engaging and retaining clients (we are a loyalty company after all), and consequently, it is imperative that we maintain a high save rate! Our Client Retention Specialist is the best way to keep our network growing and our client base healthy.

Responsibilities:

  • Handle inbound cancellation requests from all channels
  • Identify problems and suggest viable solutions with clients on the spot, and offer customized plans to provide ‘on-ramps’ for high risk clients
  • Work closely with account managers, support and sales
  • Play a critical role in identifying churn trends
  • Show month over month improvement in client retention and save rates
  • Re-onboard and manage saved clients until they are successfully re-engaged with our program
  • Ability to think outside the box to improve processes and create additional value

Requirements:

  • 1+ years of sales experience
  • Independent, results-driven, enthusiastic, and energetic
  • Strong verbal and written communication skills
  • Flexibility to thrive in an entrepreneurial culture
  • Strong sales experience and very comfortable objection handling
  • Passionate and knowledgeable about the Fivestars product
  • Competitive with a 'never give up and do not take no for an answer' attitude
  • Ability to keep calm and composed with any client in any situation
  • Ability to think quickly on your feet and handle pressure with ease

Preferred:

  • Prior startup experience
  • Experience in the SMB space
  • Knowledge of, and past experience with Salesforce
  • Multilingual

Fivestars provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Fivestars complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.


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Technology we use

  • Engineering
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • ElasticLanguages
    • AndroidLanguages
    • ReactLibraries
    • DjangoFrameworks
    • PostgreSQLDatabases

Location

500 3rd St #405, San Francisco, CA 94107, San Francisco, CA 94107

An Insider's view of Fivestars

What’s the vibe like in the office?

Casual, friendly, and collaborative. People genuinely care about each other here, and coming in to the office feels like hanging out with friends.

Hope

Software Engineer

What projects are you most excited about?

I'm really looking to Fivestars as the future platform blending community with payments. We are the leading innovation platform in small business CRM and marketing, and that product leadership has earned us a lot of inbound integration interest, so we have this unique opportunity to shape our partner APIs from scratch!

Matt

Co-founder/CTO

What are some things you learned at the company?

One of the key things I've learned at Fivestars is how to work with a diverse set of teams that look at and approach our mission in different parts of the product lifecycle. Being able to communicate with and understand each of these stakeholders needs is critical and continues to be an area of growth for me.

Darran

Sr Software Engineer - Android

How do you empower your team to be more creative?

Designers are given autonomy find solutions to the challenges our users are facing, while leveraging critique, analytics, research, and our style guide to further enhance the design.

Yoni

Head of Design

How would you describe the company’s work-life balance?

The work-life balance at Fivestars means I never have to worry about missing a school play or making a doctor appointment.

Cliff

Sr Automation Engineer

What are Fivestars Perks + Benefits

Fivestars Benefits Overview

Fivestars is very committed to the health and wellness of our community. We provide 31 days holiday, cover 90% of the employee and on average 70% of dependents on medical plans, have pet insurance, paternity and maternity leave, passion funds, student loan counseling, FSA's, full dental, vision, life and disability insurances, commuter benefits and 401k options. Phew!

Culture
Partners with Nonprofits
We are proud to partner with Hope Services (https://www.hopeservices.org/) to manage our hardware distribution.
Friends outside of work
Eat lunch together
Team owned deliverables
Group brainstorming sessions
Diversity
Highly diverse management team
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Fivestars employees can contribute up to $2000 annually to their FSA.
Disability Insurance
Short Term coverage provides 60% of salary (base & commissions) to a maximum of $2,500/week, covering the first 12 weeks of disability. Long-Term coverage provides 60% of salary up to $12000/month.
Dental Benefits
Fivestars covers 100% of the employee and on average 70% of the dependent(s) for dental and vision.
Vision Benefits
Fivestars covers 100% of the employee and on average 70% of the dependent(s) for dental and vision.
Health Insurance Benefits
Fivestars covers 90% of the employee and on average 70% of the dependent(s) on the base plan
Life Insurance
Your Basic Life benefit will be covered at a minimum of $10,000 to a max of $250,000 per year.
Pet Insurance
Fivestars does allow dogs to be in the office (dependent on work location) and has partnered with VPI to provide optional pet insurance at a discount.
Wellness Programs
Retirement & Stock Options Benefits
401(K)
We offer a 401(K) program, and all full-time employees are eligible and added to the plan with a 6% pre-tax deduction in the plan. We also offer Roth 401K plans
Company Equity
Fivestars often offers stock options through its employee profit sharing program, including vesting over a three-year period.
Employee Stock Purchase Plan
Fivestars often offers stock options through its employee profit sharing program, including vesting over a three-year period.
Vacation & Time Off Benefits
Generous PTO
Fivestars employees receive between 20 and 25 days per year of paid time off based on years of service in addition to the 10 standard holidays.
Paid Holidays
Perks & Discounts
Casual Dress
Stocked Kitchen
Some Meals Provided
Employees get free lunch on Monday, Wednesday, Friday.
Pet Friendly
Acme Co.'s pet policy is dog friendly daily.
Professional Development Benefits
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
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