As a Customer Retention Specialist, you are responsible for customer and revenue retention and problem-solving via system optimization, new products, and best practices. You will work closely with customer service, customer success, adoption, sales, and finance teams to create an exceptional experience for customers who are considering ending their contract or have ended their contract with Daxko.

 What you'll be responsible for...

• Managing the relationships with customers marked as at-risk to turn their perception of Daxko around
• Hosting phone calls with the at-risk customer to:
  • Establish or re-establish relationships with key points of contact and Daxko
  • Determine the root problem
  • Work with Adoption Specialist to audit customers’ usage of the product
  • Solve problems via new products, system optimization, external solutions, and established best practices
• The termination process for all products
• Driving higher product adoption of at-risk clients
• Partnering with sales and retaining revenue of at-risk clients
• Serving as the industry expert to show Daxko is the right partner for them
• Reporting performance metrics to leadership

What skills and experiences are required...

• 1-2 years demonstrated proficiency in working in customer service in an inbound inquiry service center

PREFERRED QUALIFICATIONS: 

• Bachelor’s Degree
• Extensive experience building relationships and understanding a customer’s needs
• Ability to partner with leaders across the services organization to drive outcomes without direct oversight (leading by influence)
• Project Management
• Desire to identify process optimization opportunities
• Effective communication both internally and externally
• Extreme sense of ownership, accountability, and follow-up/follow-through

The Daxko Nation includes several distinct brands: Daxko, Club Automation, AAC, SugarWOD, and Zen Planner. Through these brands, we deliver comprehensive technology solutions and experienced services to health & wellness facilities. Since we began in 1998, we’ve grown to span 68 countries, 10,000 facilities, and over 20 million members. Our customers rely on us to be the engine of their growth with deep insight, guidance, technology solutions, and exceptional experiences that make us the industry’s recognized #1 software provider.

Our company, with a culture of collaboration, action, and entrepreneurship, has a well-deserved reputation for providing “career-defining” opportunities for team members willing to pursue them.

With a high value placed on taking care of our customers and our team members, we have frequently been recognized locally and nationally as best workplaces.

We truly care for our team members, and this is reflected in our offices, benefits, and great perks. Some of our favorites include: 

• Flexible paid time off 
• Affordable health insurance options
• Monthly fitness reimbursement
• 401(k) matching
• Casual work environment
• Plenty of free food and caffeine

All your information will be kept confidential according to EEO guidelines.