Retention Specialist at Daxko (Birmingham, AL or Remote)

| Birmingham, AL +3 more | Remote
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Company Description

Daxko powers health & wellness throughout the world. Every day our team members focus their passion and expertise in helping health & wellness facilities operate efficiently and engage their members.

Whether a neighborhood yoga studio, a national franchise with locations in every city, a YMCA or JCC--and every type of organization in between--we build solutions that make every aspect of running and being a member of a health and wellness organization easier and delightful. 

Job Description

The Retention Specialist is responsible for customer and revenue retention and problem-solving via system optimization, new products, and best practices. This position will work closely with customer service, customer success, adoption, sales, and finance teams to create an exceptional experience for customers who are considering ending their contract or have ended their contract with Daxko.

The Retention Specialist reports to the Retention & Operations Manager, Agency. 

Essential Duties/Responsibilities: 

  • Act as a direct line of support to improve the Agency experience for all Daxko customers 
  • Facilitate methods for increased customer engagement (performance reporting, proactive outreach, etc.) with Agency Services, creating happier clients and accelerating organic growth 
  • Analyze Agency cancellation trends to determine and help Retention & Operations Team resolve any persistent issues causing client churn 
  • Assist with day-to-day operations on the Agency support team, including direct client support in high volume situations 
  • Leverage industry knowledge (incl. but not limited to digital advertising, search engine optimization, website performance/analytics, web design) to advance and improve current product offerings as the digital marketing landscape evolves 
  • Spearhead quality assurance efforts on existing Agency Services to align product with service level agreement and client expectations 
  • No Travel Required 
  • No Budget Responsibilities 

Note that these requirements are representative, but not all-inclusive, of the duties required to perform this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Qualifications

  • Bachelor's degree OR equivalent experience required
  • Minimum six (6) to twelve (12) months of experience in customer retention. 
  • WordPress experience.
  • Experience with SEM tools (Google Analytics, Adwords, & Facebook) 
  • Direct customer interaction experience. 
  • Experience managing multiple customer accounts at one time. 
  • Comfortable working with a team in a fast-paced environment, and ability to prioritize/meet deadlines within specific time constraints. 
  • Extreme attention to detail. 
  • Ability to effectively work on your own, with a team, and with customers. 
  • Strong English, editorial, and creative writing skills. 

Additional Information

Daxko is dedicated to pursuing and hiring a diverse workforce. We are committed to diversity in the broadest sense, including thought and perspective, age, ability, nationality, ethnicity, orientation, and gender. The skills, perspectives, ideas, and experiences of all of our team members contribute to the vitality and success of our purpose and values.

We truly care for our team members, and this is reflected through our offices, benefits, and great perks. Some of our favorites include: 

  • Flexible paid time off 
  • Affordable health, dental, and vision insurance options
  • Monthly fitness reimbursement
  • 401(k) matching
  • New-Parent Paid Leave
  • 1-month paid sabbatical every 5 years
  • Casual work environments

All your information will be kept confidential according to EEO guidelines.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • SqlLanguages
    • Google AnalyticsAnalytics
    • PendoAnalytics
    • BalsamiqDesign
    • FigmaDesign
    • InVisionDesign
    • MiroDesign
    • SketchDesign
    • Whimsical Design
    • ConfluenceManagement
    • JIRAManagement
    • Monday.comManagement
    • TrelloManagement
    • WixCMS
    • Webflow CMS
    • DocuSignCRM
    • HubSpotCRM
    • SalesforceCRM
    • Optimizely CRM
    • Salesloft Email
    • HubspotEmail

An Insider's view of Daxko

How does your team reward individual success?

The team I am part of does bi-weekly retrospectives. We intentionally set aside time to recognize and document Kudos for our teammates. The company has many peer-nominated yearly awards
and spot bonuses for going above and beyond.

Sai

Senior Project Manager

What does your typical day look like?

My day, as Director of Engineering, consists of reviewing overnight stability reports, collaborating on solving complex technical problems, and brainstorming upcoming features. I strive to ensure the engineering teams have the tools needed for success by maintaining an environment where each individual feels empowered to make a substantial impact.

Tyler

Director of Engineering, SMB

How has your career grown since starting at the company?

In 2017, I started in Customer Support. Within three years, I now spearhead long-term payment strategy and oversee payment operations as the Director of SMB Payments. My path within Daxko is evidence that there is no shortage of growth opportunities if you keep “chopping wood,” as I say, and embrace challenges ahead of you.

Caroline

Director of SMB Payments

What are Daxko Perks + Benefits

Daxko Benefits Overview

Daxko is dedicated to pursuing and hiring a diverse workforce. We are committed to diversity in the broadest sense, including thought and perspective, age, ability, nationality, ethnicity, orientation, and gender. The skills, perspectives, ideas, and experiences of all of our team members contribute to the vitality and success of our purpose and values.

We truly care for our team members, and this is reflected through our offices, benefits, and great perks. Some of our favorites include:

Flexible paid time off
Affordable health, dental, and vision insurance options
Monthly fitness reimbursement
401(k) matching
New-Parent Paid Leave
1-month paid sabbatical every 5 years
Casual work environments

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Promote from within
Online course subscriptions available

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