Account Manager, Retention - Start Immediately

We are looking to hire a focused Account Manager, Retention to join our exceptional team at The Knot Worldwide in Annapolis, MD.
Growing your career as a Full Time Account Manager, Retention is an incredible opportunity to develop productive skills.
If you are strong in project management, teamwork and have the right initiative for the job, then apply for the position of Account Manager, Retention at The Knot Worldwide today!

WHAT WE DO MATTERS:


Here at The Knot Worldwide, we believe in doing work that matters. In 16 countries around the world, our leading family of brands (The Knot, WeddingWire, Bodas, Hitched, The Bash, The Bump, and more) inspire, inform, and celebrate our communities as they move through life's milestones. Our couples and business partners depend on us. They're all in. So are we.


ABOUT THE ROLE AND OUR TEAM:


The Account Manager, Retention (AM-R) is responsible for meeting or exceeding expectations for retention among the TKWW wedding pro (vendor) base. As the primary business consultants to TKWW's vendors, the AM-R is responsible for a set of accounts and provides both reactive and proactive services to help paying vendors stay on track and see success on the TKWW platform(s).


RESPONSIBILITIES:

• Maintain ownership and accountability of a book of business to achieve monthly retention targets.
• Directly influence retention by managing manual and auto renewals, handling both obvious and subtle requests to cancel or downgrade TKWW services, and identifying opportunities to upsell and expand services.
• Conduct targeted proactive outreach to limit churn and/or prepare assigned accounts for upcoming renewals.
• Consistently meet or exceed stated performance expectations for work quality, quantity, and impact.
• Share "the voice of the vendor" from the Retention POV so leadership can adequately support retention efforts.
• Remain 100% compliant with all data, record-keeping, and reporting requests.
• Other projects/duties as assigned.

SUCCESSFUL CANDIDATES HAVE:

• 1-2 years of renewal/retention/support/cancellation experience in a SaaS or similar environment
• Salesforce CRM and reporting
• Comfortable with direct accountability for individual and team outcomes
• Proven influencing and problem-solving skills. Can get customers to "yes" in multiple situations using multiple tools
• Excellent written and verbal communication skills
• Proven customer service and relationship building skills, including the ability to de-escalate sensitive conversations with customers via phone and email
• Thrives in a high-pace and collaborative team environment
• Consulting or coaching experience with small, medium-sized businesses
• Quantitative and analytical skills
• Comfortable with change, ambiguity, and decision-making with incomplete information
• Ability to prioritize and stay organized while balancing inbound client requests/questions and outbound proactive outreach
• SaaS, online marketplace, and/or online advertising experience
• Experience in a quota or other individual metrics accountability environment

#LI-REMOTE #LI-LM1

Benefits of working as a Account Manager, Retention in Annapolis, MD:

● Excellent benefits
● Opportunities to grow
● Competitive salary