Retention Specialist
2 Months ago • 2-4 Years • $47,300 PA - $61,250 PA
Job Description
LegalZoom is seeking a Retention Specialist to work positively and productively with existing clients. This role requires a consultative approach, focusing on proactively identifying and closing revenue opportunities that add long-term value. The specialist will be an expert in LegalZoom's product and service portfolio, educating clients and providing a top-tier customer experience. The primary goal is to strengthen customer relationships, reduce churn, and drive sales growth through effective retention strategies. Responsibilities include assessing customer needs, retaining subscription customers by highlighting product benefits, upgrading existing customers, and handling inbound/outbound calls to promote subscription services.
Good To Have:
- Ability to learn and position partner offerings
- Ability to think creatively and solve problems
- Anticipate and resolve problems
- Manage a pipeline
- De-escalate upset customers
- Guide customers through terms of sale and billing
- Assure quality and accurate representation
- Identify opportunities for customer experience improvement
- Work on pilot teams for product/process improvement
- Thrive with teammate support
- Develop customer service and sales skills
Must Have:
- Associate degree
- 2-4 years of sales experience
- Customer-first mindset
- Strong sales acumen
- Self-starter
- Excellent listening skills
- Impeccable communication skills
- Proficient computer skills
- Ability to use Windows OS
- Organization and prioritization skills
Perks:
- Medical, Dental, Vision Insurance
- 401k, With Matching Contributions
- Paid Time Off
- Health Savings Account (HSA)
- Flexible Spending Account (FSA)
- Short-Term/Long-Term Disability Insurance
- Fertility benefits
- Mental Health benefits
- One Medical
- Fringe lifestyle benefits up to $250
Description
About LegalZoom
LegalZoom has been providing accessible and affordable online legal services for over 20 years. Since 2001, we’ve helped millions of customers launch, run, and grow their businesses, secure their intellectual property, and protect their loved ones with estate planning documents.
As the industry leader in business formations, innovation remains at the center of all we do. LegalZoom employees are creative thinkers and problem-solvers who thrive on collaboration and embrace diversity, equity, and inclusion. Together, we’re working to make a positive impact on the world.
Where we work
Our Austin, Beaverton, Frisco, LA Metro, and SF Bay Area offices allow our Zoomers to collaborate with teammates and offer special onsite events, lunches, and more.
This position will be located in our Austin, TX office.
Overview
The Retention Specialist is responsible for working with our existing clients positively and productively. This role requires a consultative approach to the customer relationship, proactively identifying and closing revenue opportunities that provide additional long-term value for our customers. Retention Specialists are experts in our product and service portfolio and play a critical role in educating our clients while providing a top-tier customer experience. The ideal candidate will focus on strengthening relationships with existing customers, reducing churn, and driving sales growth through effective retention strategies.
You will
- Assess the customer's needs by probing and uncovering the root cause of their concern, build rapport, and negotiate to achieve a mutually beneficial one-call resolution
- Retain subscription customers by educating them on the benefits and value of our products and services
- Upgrade existing customers to longer-term subscriptions and other applicable products and services
- Ability to learn and position strategic partner offerings to customers based on customer’s needs
- Handle inbound calls and make outbound calls to existing customers to promote usage of our subscription services
- Ability to think creatively and use various methods in problem-solving; ability to anticipate and resolve problems
- Manage a pipeline and assist customers with a variety of needs about their situation, such as attorney services, business formations, estate planning products
- De-escalate upset customers and ensure a pleasant customer experience
- Guide customers through terms of sale, billing inquiries, and scheduled payments
- Assure quality and accurate representation of products; represent the company professionally and ensure Customers have an exceptional experience
- Use common Customer feedback to identify opportunities to continuously improve the Customer Experience
- Work on independent or cross-functional pilot teams focused on improving products and processes related to Customer Experience
- Thrive with the support of your teammates in daily/weekly meetings and fun team challenges
- Develop top performer Customer Service & Sales skills with our training and development programs
You have
- Associate degree
- 2-4 years experience in Sales
- Customer-first mindset: Demonstrated ability to understand and relate to customer concerns and build trust and rapport
- Strong sales acumen with a consistent track record of quota achievement
- Self-starter who takes the initiative and works with limited direction
- Excellent listening skills with the ability to problem-solve and de-escalate as needed
- Impeccable communication skills
- Proficient computer skills and the ability to navigate multiple applications
- Availability to work various shifts, including some overtime
- Ability to use Windows operating systems
- Organization and work prioritization skills
The base compensation range for this role is ($47,300 - $61,250) + performance-based monthly incentive bonus. Actual compensation offered will depend on several factors including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs. You will also receive a full range of medical, financial, and other benefits, as seen below.
● Medical, Dental, Vision Insurance
● 401k, With Matching Contributions
● Paid Time Off
● Health Savings Account (HSA)
● Flexible Spending Account (FSA)
● Short-Term/Long-Term Disability Insurance
● Plus other wellness benefits to include:
○ Fertility
○ Mental Health
○ One Medical
○ Fringe lifestyle benefits up to $250
Join us in making a difference as we build our future and help ensure access to professional legal advice to all! LegalZoom is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. LegalZoom prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Additionally, LegalZoom is enrolled in the E-Verify program. For additional information on E-Verify, please visit Participation and Right to Work pages.
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