Retention Specialist

Job type: Full-time

Job Location: Waterloo, Ontario

Company: myKaarma

About Us:

myKaarma is a highly integrated team of people that strive to streamline and make the customer experience of Automotive Dealerships totally frictionless and touchless. We believe in the science of evolution, while challenging the status quo is a fundamental part of our DNA.

We’re in search of an individual with strong communication skills and an analytical mindset focused on improving overall customer retention by identifying churn trends, developing prescriptive measures, and working with Senior Leadership to protect company revenue.

Role Description:

As a Retention Specialist, you’ll serve as a key member of our Operations Organization tasked with being the subject matter expert (SME) in understanding our customer network’s churn trends and retention opportunities.

In being our SME, you will be tasked with processing client cancellations and contacting dealer customers weekly in an effort to a) better understand customer churn behavior/reasons and b) identify opportunities to win back those customers through need identification, problem resolution, and contract discounting.

As a front line member of our retention team and with direct access to critical data points identified in your processing/outreach efforts, you will also be responsible in executing deep analytical analysis of monthly churned accounts and the development of ongoing tracking mechanisms for Senior Leadership. The ideal candidate would also display the acumen to convert learned data insights into go-forward strategies (with guidance from Executive team members) to protect company revenue.

Key Opportunities:

• Strategic Influence: Collaborate directly with C-Suite and VP-level executives in translating analytical data points into actionable strategic measures to protect company revenue streams
• Customer Engagement: Actively engage & interact with both current and past client accounts to better understand key performance metrics, churn trends, and opportunities to retain MRR (monthly recurring revenue)
• Cross-Functional Collaboration: Partner with our Product, Performance Management, and Support teams to define go-forward strategies and corrective measures to prevent account churn and drive company revenue
• Role Evolution: Have the autonomy to operate within a framework while coloring outside of the lines to evolve the position itself. Be creative in reporting structures, analysis review, and delivery of core data points.

Role Responsibilities:

• Process client account cancellation requests within Salesforce by engaging with dealer customers directly to document specific reasons for churn
• Analyze customer behavior and performance by continuously monitoring retention metrics through a multi-lense approach
• Collaborate with Senior Leadership to design and execute a strategic plan to increase retention, winback previously churned accounts, and maximize the lifetime value of our customers
• Implement retention initiatives; work in a cross-functional environment to include Marketing, Product, Support, and Performance Management in building scalable retention strategies
• Conduct market research focused on core reasons for churn, brand-specific KPIs, YoY comparisons, and associated revenue impact
• Provide monthly recaps to Executive Leadership highlighting key finds based on conducted analysis; summaries should be succinct, easy to interpret, and identify core trends requiring attention

Leadership Attributes:

• Metrics Driven: Analytical mindset with an acute understanding of how to translate data points into digestible intel
• Communications Expert: Strong verbal skills with the ability to navigate delegate business discussions with both Executive and Senior levels of management
• Relationship Builder: Forge robust internal and external relationships in an effort to build long-standing partnerships with clients and a commitment to collaboration with myKaarma colleagues
• Value Ambassador: Champion myKaarma’s core values in both speech and action

Additional Qualifications:

• Working knowledge of Google Product Suite
• Working knowledge of Salesforce
• Previous exposure to Vitally customer software preferred, not required
• Excellent communication skills; both written and verbal
• Good organizational skills
• Proactive and goal-oriented mindset
• Ability to work independently and remotely, as needed

We Offer:

• A casual, flexible working environment where we encourage values like “Active Dissent” with a highly aligned-loosely coupled organization that consistently achieves disproportionate results by using data driven decision making.
• We offer a mix of office/work-from-home with a core focus on “getting the job done!”
• Paid medical/dental/vision/life/disability benefits
• Unlimited vacation time (subject to some practical constraints)
• Gym membership and cell phone allowance

Job Type: Full-time

Salary: $55,000.00-$60,000.00 per year

Benefits:

• Dental care
• Flexible schedule
• Paid time off
• Vision care

Schedule:

• Monday to Friday

Ability to Commute:

• Kitchener, ON (preferred)