Retention Specialist - AI Employee

About HighLevel

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home.

Our Website -https://www.gohighlevel.com/

YouTube Channel-https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g

Blog Post -https://blog.gohighlevel.com/general-atlantic-joins-highlevel/

Our Customers

HighLevel serves a diverse customer base, including over 70K agencies & entrepreneurs and 650K businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.

Scale at HighLevel

We work at scale; our infrastructure handles around 3 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases.

About the Role

HighLevel Inc. seeks a motivated Retention Specialist to join the AI team and take charge of retention strategies for the AI Suite of products, including Conversations, Voice, Content, Reviews, and more. The ideal candidate will have a proactive mindset and play a pivotal role in enhancing customer satisfaction and retention.

About the Team: The AI team focuses on empowering agencies with cutting-edge AI tools to enhance their operational efficiency and client offerings. From automated conversations and voice solutions to AI-driven content creation and review management, our products are designed to help agencies scale effortlessly. The Retention Specialist will collaborate closely with customers to ensure seamless adoption and maximize the value of these tools, fostering long-term partnerships.

Your Responsibilities:

Retention Strategies:

- Develop and implement strategies to retain at-risk clients

- Analyze churn data, identify trends, and propose actionable solutions

- Establish and manage loyalty programs and incentives to boost client retention

Client Relationship Management:

- Serve as the primary point of contact for a portfolio of AI Suite clients.

- Conduct regular check-ins and quarterly business reviews with clients to address their needs and concerns.

- Proactively identify and resolve potential issues to prevent client dissatisfaction.

Product Adoption and Upselling:

- Educate clients on the features and best practices for AI Suite products, including Conversations, Voice, Content, Reviews, and more.

- Identify opportunities for upselling additional services, features, or upgrades.

- Collaborate with the sales and customer success teams on renewal and expansion opportunities.

Technical Support and Training:

- Provide basic technical support for AI Suite-related issues, ensuring quick resolutions.

- Coordinate with the development team to address complex technical problems.

- Conduct training sessions and workshops for clients to ensure successful onboarding and continuous usage of AI Suite tools.

Reporting and Analytics:

- Monitor key retention metrics, including product usage, churn rates, and customer satisfaction scores, and prepare detailed reports.

- Analyze client behavior and usage data to identify patterns and recommend improvements.

- Provide insights to the product team to enhance features and user experience.

Core Skills:

Technical Knowledge: Familiarity with AI tools, including conversational AI, voice solutions, and content generation systems. Prior experience with open AI and prompting is a must.

Customer-First Attitude: Strong ability to build and nurture client relationships.

Bias for Action: Proven track record of taking initiative and driving results.

Analytical Skills: Proficiency in analyzing churn data, client usage metrics, and deriving actionable insights.

Technical Proficiency: Hands-on experience with CRM systems, analytics tools, and AI platforms.

Communication Skills: Excellent written and verbal communication skills for client interactions and internal collaboration.

Problem-Solving: Adept at identifying issues and implementing solutions efficiently.

Time Management: Ability to manage multiple client accounts and priorities simultaneously.

Team Collaboration: Experience working in cross-functional teams, including sales, product, and customer success teams.

EEO Statement:

At HighLevel, we value diversity. In fact, we understand it makes our organisation stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities, and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences while providing excellent service to our clients and learning from one another along the way! Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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