Customer Success Retention Advisor

This is a fully remote position, open to applicants in Spain.

📋 Description

• Assist, retain, and empower beauty and wellness professionals utilizing Booksy

• Serve as a reliable advisor to small business proprietors

• Oversee the retention and reactivation process from initiation to completion

• Manage cancellation requests and conduct thorough case analyses

• Identify underlying issues related to payments or platform usage

• Employ persuasive communication to provide customized solutions

• Offer specialized support, modify subscription plans, and implement strategic discounts

• Collaborate with the Outbound Team Leader, as well as the Sales, Operations, and Marketing teams

• Assist clients in overcoming obstacles and facilitate their growth through the platform

⛳️ Requirements

• Demonstrated, hands-on experience in customer retention/reactivation, sales, or negotiation

• Confidence in managing objections and proposing solutions

• Excellent communication and persuasion abilities

• Capacity to build empathy and establish trust swiftly over the phone

• Proactive, problem-solving attitude

• Resilience in managing cancellation requests

• High level of commitment and independence

• Drive to meet retention KPIs

• Ability to effectively and independently manage time

• Technical proficiency and adaptability with Salesforce, Zowie, Slack, and Google Workspace

• Native or bilingual proficiency in English

• Capability to work closely with B2B clients in the UK

🏝️ Benefits

• Private medical and dental insurance (AEGON), fully funded by the company

• Completely covered, anonymous consultations with Booksy’s psychologists or through medical insurance

• Access to meditation, mindfulness, and emotional wellbeing resources via Headspace

• Support for family planning, parenting, caring for relatives, and menopause through Cleo

• 23 days of annual leave

• 14 public holidays

• Day off on your birthday

• Flexible remuneration options for meal vouchers, transportation, childcare, or training through Betterfly/Flexoh

• €50 monthly credit on the Booksy app for beauty and wellness services

• Unlimited access to LinkedIn Learning

• Role-specific upskilling programs

• Online English lessons provided by Speexx

• Company laptop

• Mobile phone

• Monthly Wi-Fi allowance