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Customer Retention Specialist (m/f/d/v)

TeamViewer

Customer Retention Specialist (m/f/d/v)

Clearwater, FL
Full Time
Paid
  • Responsibilities

    Job Description

    Company Description As a leading global provider of remote connectivity solutions, TeamViewer empowers users to connect anything, anywhere, anytime. The company offers secure remote access, support, control, and collaboration capabilities for online endpoints of any kind. By innovating with cutting-edge yet easy-to-deploy Augmented Reality (AR) and Internet of Things (IoT) implementations, the company enables businesses of all sizes to tap into their full digital potential. TeamViewer has been activated on more than 2 billion devices; more than 45 million devices are online at any time. Founded in 2005 in Goppingen, Germany, the company employs over 1.000 people in offices across Europe, the United States, and Asia Pacific.

    Job Description Your main focus is to retain customer contracts and cross-sell into different product groups. By having the technical knowledge and service skills, the goal is to provide the customer with a great experience that increases their lifetime value.

    • Demonstrate the value of the software vs other competitors to customers.
    • Answer resale client questions about setup and product functionality.
    • Be able to handle escalated calls or frustrated customers and convert them into satisfied customers.
    • Maintain a positive attitude.
    • Convert termination or cancellation requests into opportunities to win the customer back and cross sell.
    • Contact existing clients and convert to opportunities.
    • Provide online demos and webinars of TeamViewer to existing customers.
    • Promptly responding to email/ticket requests.
    • Provide renewal quotes and follow up on quotations within expected time frames.
    • Promote and maintain a high quality, professional, service-oriented company image among customers.
    • Provide technical support to customers who are terminating or cancelling their contract due to incorrect setup or configuration.
    • Process any written request from our customers using our proprietary systems (Ticket system, CRM and License Tool).
    • Take care of upcoming renewals and convert into cross-selling and up-selling activities with our existing customers.
    • Maintaining a productivity level that is consistent and at least on average with the team level is required.
    • Update information and activities into various systems as advised by the Senior or Manager.
    • Ideate possible ways to improve our process and system.

    Qualifications

    • Sales talent and enthusiasm for working with people
    • Excellent writing, editing, interpersonal and communications skills in a second language is preferred. English with Spanish, Portuguese, or French.
    • At least 1 year of a sales background is preferred.
    • Open-minded and team-oriented

    Additional Information

    • Teams that collaborate and work with each other towards a common goal. We offer career development, competitive on target earnings, and a top tier benefits plan including medical, dental, vision, and 401k match.
    • This position will start remote until our offices reopen due to the pandemic.
    • Offices are located in Tampa, Florida and Atlanta, GA.