Retention Specialist

About Us

Kenect is based in the “Silicon Slopes” of Utah. Our team is committed to helping businesses grow and succeed through our state-of-the-art business texting platform.

With Kenect, our goal is to make text messaging the primary communication tool for any business across the U.S. and Canada. Texting is the way the consumer wants to do business. It's time for businesses to embrace that trend and stop the constant game of voicemails, phone tag, and making customers wait on hold.

About This Role

As a Retention Specialist, your role will be pivotal in our customer retention strategy, requiring proactive and strategic thinking. You'll follow Kenect's saves progression and the DERISC protocol adeptly, addressing customer cancellation requests with finesse. Your persuasive communication skills will be vital as you resell the value of Kenect to customers on the brink of cancellation, alleviating concerns and emphasizing benefits. Collaboration is key; you'll coordinate internally with Customer Success Managers (CSMs) to ensure a seamless customer experience. Setting achievable goals and securing commitment from customers

What You Will Be Doing

• Set goals with customers and commit them to follow prescribed processes to increase platform utilization and achieve greater outcomes.
• Coordinate the resolution of impeding technical or other problems that may be the cause of the cancel request (don't resolve it yourself – but must coordinate an effective resolution).

Track and manage the following metrics:

• Total ARR Saved
• Percentage of ARR saved
• Percentage of locations saved
• ACV added
• Demonstrate ability to complete the following leading indicators of success:
• Discovery calls held
• Managing a pipeline of clients:
• Total savable
• In negotiation
• Offers sent
• Customers Saved

Skills & Qualifications

• Customer Save Expertise: Proficient in handling customer "save" situations, including conducting discovery calls, identifying pain points, and resolving objections.
• Reselling Proficiency: Capable of reselling the value proposition to existing clients and adapting sales strategies to fit individual client needs.
• Closing Tactics Mastery: Profound knowledge of various closing tactics and negotiation skills to secure commitments from clients.
• SaaS experience is not required, but is a plus.
• Collections experience is not required, but is a plus.
• Sales and/or CSM experience.

Our Company Values We Hope You Showcase

• Get Things Done
• Learn Fast, Go Fast
• Above and Beyond
• Be Optimistic
• Team is Family
• Be Direct

What Kenect Offers!

• Health, Dental, Vision, Life & Disability Insurance
• Your birthday is a paid day off
• Onsite gym
• Breakroom full of snacks and drinks
• Convenient location next to freeway entrance/exit

We believe in hiring self-motivated team members who can run alongside us without needing to be “managed” along the way. Yes, we have managers and 1:1s. Yes, we believe in giving open two-way feedback. We also believe in having team members that can run without the daily guidance that some companies prefer.

Legal Disclosure

Kenect is an equal opportunity employer. We are an organization comprised of people of all kinds of backgrounds, and believe this mix is precisely what makes us strong. All employment decisions at Kenect are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, or any other status protected under federal, state, or local law.