Client Retention Specialist

**About Olly Olly**: Hi, we're Olly Olly. We're a small-ish, but mighty team of digital marketing strategists, creative visionaries, graphic designers, developers, copywriters and account managers who solve problems — and we do it creatively. Our mission is to rid small businesses of sub-standard marketing help and provide "guaranteed happiness" to all our clients. **We run from the run of the mill.** We run from lazy marketing. We run from safety. From easy. We run _toward _streamlined systems, proven results, and marketing that yields results. **We're powered by curiosity.** We're curious about data, about facts, about the story behind the company, and about the people we're trying to reach. **We play the long game. **Keeping our client's marketing needs our main priority is what makes Plum tick. **At Olly Olly, we believe in three things**: - Good People - Hard Work - Happy Clients Founded in 2018, we knew we needed to do more. More for small businesses, and more for the changes that were happening all over the world. That's when Olly Olly was born. We get how easy it is to get trapped in the whack-a-mole game of digital marketing — constantly popping your head up and engaging in the online world only to have to retreat back to focusing that energy on other parts of running a business. It's time to come out from hiding and doing it all on your own. **About The Role**: **_Olly Olly is seeking a world class Retention Specialist to join our Growing Fam'Olly_** The primary purpose of this job is to help our service teams help retain clients who are thinking of closing their account. Specialists will also call on past delinquent and canceled clients to obtain payment and win them back. This is a great opportunity for the right person to get into a growing company who is looking for leaders in key departments. **You're excited about this opportunity because you will**: - Perform outbound retention calls to customers who have requested escalated support - Demonstrate the value of SEO to our customers everyday by providing amazing customer support - Identify opportunities to streamline and automate internal processes. - Assist with improving efficiencies to increase the effectiveness of the department - Provide timely follow-up on payment arrangements - Conduct proactive outbound client retention calls with accounts that are in jeopardy. - Lead training one-on-one and with teams on retention and customer success best practices - Carefully study corporate programs, products and services to allow for quick and purposeful responses, as well as a high percentage of upsells **We're excited about you because you have**: - 2+ years of experience in sales and/or client retention and great customer service qualities - 1+ years of experience with digital marketing products and services - An ability to inspire others to action by planning, motivating, and controlling work being done - The ability to stay calm and find the right approach to manage escalations (irate calls) - An ability to triage, asses levels of urgency on an ongoing basis and handle competing prioritizes with finesse - Advanced level of English both written and verbal **These competencies will make you fit right in...**: - **Critical Thinking** | Self-starter, solution-oriented and inquisitive mindset. Ability to think strategically and problem-solve. Values quality and organization - ** Problem Solving** | Ability to identify possible solutions to solve a problem or situation - ** Time Management** | Strong organizational skills and ability to work quickly and precisely in a fast-paced environment under tight deadlines. Ability to respond to shifting priorities quickly and effectively when necessary - ** Collaboration **| Excellent interpersonal skills and ability to work well both independently and in a team setting. Professional demeanor and dependable work ethic - ** Attention to Detail **| Possess a strong sense of monitoring and checking information, while organizing time and resources efficiently - ** Communication **| Excellent written & verbal communication skills, ability to proactively network and establish effective working relationships both internal and external stakeholders **What We Offer**: - Salary: $950 USD per month + bonus based on performance - Schedule: Mon - Fri - 9am to 6pm Central Standard Time (UTC-6) - Work From Home - 15 Days PTO + 8 Company Holidays - An inclusive, tight-knit, exciting start-up culture offering accelerated career & personal growth **Olly'all Are Welcome**: At Olly Olly, we embrace and celebrate our differences. We believe that diverse backgrounds, cultures, abilities, experiences, thoughts and perspectives lead to more creative problem-solving, better outcomes and ultimately a stronger organization. Olly Olly is proud to be an equitable opportunity employer, therefore employment is based solely on an individual's merit and qualifications directly related to their professional competence.