About the Company
POS Nation is a small company in a fast-growing, high-tech industry — and this is evident in everything we do. Being part of a small company means that everything you do makes a significant impact on the business. This kind of responsibility is not for everyone, but it's hugely rewarding and fulfilling if you are successful.
Want to know more about POS Nation? https://www.posnation.com/about-us
About the Role
As a Customer Retention Specialist at POS Nation, you will be a crucial part of our commitment to ensuring the satisfaction and success of our customers. Your primary responsibility is to engage with customers facing challenges, understand their issues, and enhance their overall experience with our point-of-sale solutions. Your goal is to prevent churn and improve customer retention by addressing their concerns and fostering a positive customer journey. You will also be empowered to identify and action on areas of opportunity to optimize the processes and outputs of the Retention function.
What's it like working at POS Nation? https://youtu.be/8b9ikkkyElI
This role is based in our office in Charlotte, North Carolina.
What you Will Do
Cancellation and Churn Mitigation:
- Respond to customer inquiries regarding subscription cancellations and actively work to understand and address their concerns.
- Provide training and support to customers when necessary, ensuring they can use our software effectively.
- Offer solutions and appropriate customer incentives to mitigate churn.
- Coordinate with relevant teams to implement customer-approved solutions.
- Be a reliable resource for customers, answering questions and resolving issues promptly.
- Maintain an understanding of our point-of-sale software and its features.
- Assist customers in optimizing their usage of our software to meet their specific needs.
Late or Non-Payment Resolution:
- Monitor customer accounts for late or non-payment issues and provide prompt support to address these concerns.
- Assist the customer to solve their payment challenges
- Collaborate with the relevant departments to resolve payment-related matters and maintain customer relationships.
Onboarding Customer Challenge Resolution:
- Respond to customers who are facing challenges in their implementation and seek to overcome.
- Work with the implementation and support teams to address any concerns or issues that may be hindering go-live.
- Collaborate with cross-functional teams to develop strategies based on these insights.
Data Analysis and Reporting:
- Analyze churn reasons, customer feedback, and other data sources to identify trends and insights.
- Create reports and presentations to share data-driven insights on churn reasons relative to product, customer experience, and competitive factors.
- Collaborate with cross-functional teams to develop strategies based on these insights.
Feedback Collection:
- Maintain detailed records of customer interactions and feedback.
- Gather valuable feedback from customers about their experiences and pain points.
- Relay customer feedback to the product development team to influence product improvements.
- Conduct customer surveys and interviews to gain insights into their evolving needs.
Our Ideal Candidate
- 1-2 years of customer facing role, preferably with some experience with retail / point-of-sale
- Experience in a software company
- Strong communication skills with the ability to engage and influence
- Ability to work independently and manage multiple priorities in a fast-paced environment
- Familiarity with CRM systems and sales automation tools
- Bachelor's degree in business or related field.
What We Offer
- We are Certified Great Places to Work for 2022!
- Monthly company events
- 401k investment opportunity
- Medical, Dental, and Vision Plans
- Paid Time Off
- Dog-friendly work environment
Salary: Base salary of $55,000
If you are a driven and results-oriented sales professional with a passion for helping small businesses succeed, we encourage you to apply for this exciting opportunity. To apply, please submit your resume and a cover letter explaining why you are a good fit for this position.
What We Do
Quilt assembles software companies providing POS solutions for highly-specialized vertical industries with complex inventory management requiments. Each solution is uniquely tailored to the needs of that particular industry, but they are all backed by a common set of resources for added strength and resilience.
Quilt is a PSG portfolio company (www.psgequity.com).
