Vendor Retention Specialist (WeddingPro Account Specialist)

The Role

The Vendor Retention Specialist is responsible for meeting or exceeding team expectations for retention among the TKWW wedding pro (vendor) base. As the primary business consultants to TKWW’s SMB vendors, the Vendor Retention Specialists on our Inbound team are responsible for a team based queue of accounts and provide reactive services to help paying vendors stay on track and see success on the TKWW platform(s).

RESPONSIBILITIES:

• Serve as the primary inbound point of contact for Tier 1 support for TKWW Paid Vendors.
• Ensure timely and successful delivery of TKWW solutions according to Vendor needs and objectives, including the management of auto renewals, handling both overt and subtle cancellation requests.
• Track and report on all activity and results in our CRM, Salesforce, as well as ensure accurate customer account information.
• Achieve expansion & winback goals through educating customers on the value of our WeddingPro program and services
• Maintain ownership and accountability of a select number of priority accounts to achieve monthly ACV targets via expansion, winback, and cancellation mitigation.
• Ensure adherence to all prescribed call metrics, including but not limited to agent state, availability times, average handle time, inbound call adherence, and outbound call/email campaigns.

SUCCESSFUL CANDIDATES HAVE:

• Availability to work US core business hours (from 1-2pm to no longer than 11pm)
• 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
• 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
• Ability to prioritize and stay organized while balancing inbound client requests/questions and outbound proactive outreach

At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!