Retention Specialist

1 Month ago • 2-4 Years • $47,300 PA - $61,250 PA

Job Summary

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.

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

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

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

4 skills required

4 skills required for this role

Add these skills to join the top 1% applicants for this job

cross-functional

communication

retention-strategies

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Job Details

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.