You are: 

To have what it takes, you’ll need tons of energy, enthusiasm, and motivation to deliver to the highest standards. You’ll need to be prepared to work hard and have a great team spirit – and, if you do, you could be like one of the many team members who have advanced from within the organization. You are a fast learner and a self-starter. Do you have a keen ability to interface with customers, understand their needs and deliver a custom solution? YES, you are the person we are looking for!. Develop and maintain relations with new and existing customers through automated actions that will result in increased levels of customer retention and product utilization. This is to be achieved through both proactive and reactive engagement tactics with our customers.  Typically these are local and independent restaurants who are new to our products, have reached certain aging milestones or who have low product usage indicators where we need to increase engagement to prevent a cancellation.  This role will also work closely with our customer success team to manage large volumes of customers with a low touch approach either through use of our CRM, community software or email marketing programs.

The Mission of a Retention Specialist:

• Maintain excellent knowledge of our portfolio of products and services in order to understand customers’ needs and express value.
• Respond to incoming requests for cancellation of services and persuade our customers to remain with us.
• Be hands on with RBC products to investigate customer product usage and articulate value around best practices or how further use could solve a customer pain point.
• Work with customers coming out of implementation and at other defined check points to ensure they are successfully adopting the software.
• Execute on the cancellation process to ensure customers who do leave are appropriately documented, billing is terminated and the software is inactivated.
• Analyze product data and create outreach tactics based on customers who have low product usage, return on investment or adoption triggered by certain defined indicators.
• Create engagement assets that can be delivered to large groups of customers to create value via webinars, online community or other marketing campaigns.
• Work across Sales, Customer Success, Accounts Receivable, and Implementation departments to share common themes to improve business processes to increase retention.

Desired Skills and Experience:

• Prior experience in a SaaS-based customer engagement, customer success or retention role.
• Customer facing account management or sales experience in a technology company; and/or prior restaurant experience.

Qualifications:

• 4-year college degree
• Strong communication and relationship building skills illustrated through current or past work experience
• Fast learner, adept at understanding and articulating new technologies and corresponding value propositions
• Energetic, creative, organized, and self-motivated
• Only Austin, TX based candidates will be considered

We Are:

Well-known across the globe for bringing the restaurant, retail and hospitality industries to the Cloud with our pioneering web & mobile products, superior customer service – and the people who make this happen.

Our Values: Because they are important to us!

Hospitality – We go beyond the expected to provide unparalleled experiences and help our customers do the same.

Empathy - We started in a restaurant. Service of others - both externally and internally - is in our blood.

Innovation – We never give up seeking creative ways to solve tough problems.

Community – We believe in the power of the communities we create and serve, our community of team members and in giving back to the communities we live in.

Fun – This isn’t just a job, it’s a calling, and we love it!

Accountability - We do what we say we’re going to do. If something happens to prevent that, we determine the new course and communicate quickly.