Sales Support Assistant

Job Description

Role Overview

The Digital Retention Specialist at SketchUp is responsible for ensuring high levels of customer retention and satisfaction. This role involves proactively engaging with customers to understand and address their needs, identifying blockers to renewal, and implementing strategies to improve customer loyalty. The ideal candidate will possess excellent communication skills, a customer-centric mindset, and the ability to analyze data to drive retention efforts.

Key Responsibilities

• Customer Engagement : Make outbound messages or calls to understand and address reasons for potential discontinuation of services.
• Issue Resolution : Take ownership of customer issues, ensuring minimal escalation and high satisfaction.
• Independent Decision-Making : Resolve customer needs independently and effectively.
• Customer Service Excellence : Communicate with customers, internal teams, and senior management to deliver exceptional service.
• Negotiation : Directly negotiate with customers to overcome adoption barriers and develop plans to resolve pain points.
• Documentation : Maintain detailed records of customer interactions and activities in Salesforce.
• Data Analysis : Analyze data to identify trends and opportunities for improving retention and reducing churn.
• Collaboration : Work closely with the Sales and Support Teams to handle escalations and enhance the customer experience.
• Content Development : Identify, create, and deliver content to support customer adoption and engagement needs.
• System Proficiency : Demonstrated ability to rapidly learn and efficiently navigate multiple business systems, ensuring seamless task completion and operational effectiveness.

Required Skills and Experience

Education and Experience

Additional Requirements

Contract-to-Hire Opportunity

We are seeking a candidate for a contract-to-hire position. If the individual demonstrates strong performance and meets our expectations, this role has the potential to transition into a full-time sales position. Upon conversion to full-time employment, the candidate will be eligible for comprehensive benefits and commission.