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Retention Specialist

Client Success · Cumming, Georgia
Department Client Success
Employment Type Full-Time
Minimum Experience Entry-level

RETENTION SPECIALIST

JOB PROFILE

 

Company Mission

 

We will return 1 billion dollars back to small businesses. 

 

The Role of Retention Specialist

  • This position reports to the Lead Retention Specialist 

  • This position is responsible for:

  • Developing and maintaining healthy relationships with an assigned roster of clients

  • Managing the GRAVY Recovery Process 

  • Proactively managing the activity and communicating the results to each client

 

Primary Responsibilities & Expectations

  • Recover failed payments for our clients while representing their brands well to their customers

  • Provide a high-level of communication with the client, to ensure they know what we’re doing and how things are going. Minimum expectations of communication are as follows:

  • Zoom call to go over the first report with a new client

  • 60 day zoom call to check-in and revisit the processes 

  • Quarterly business reviews

  • Respond, in kind, to all clients within 24 hours, Monday - Friday

  • End of month reports will be delivered to all clients by the 5th business day of each month

Proactively monitor the results of each client to course-correct as needed

Work alongside the Implementation team during the onboarding/implementation process for new clients while they are setting up the GRAVY Recovery Process

Work alongside the Data Team to create client reports (monthly), providing the narrative details that supports our work and casts a vision for the results

 

Key Performance Indicators

We are a results-based team.  The person in this position will be measured using key metrics and is responsible for ensuring these metrics are met. All employees have a 90-day evaluation after starting and then quarterly to review performance and core values alignment.

 

  • Tracking time daily

  • Working each account every day, to include sending emails to all new failed payments daily

  • Average Net Promoter Score of 8 or greater for your client roster

  • Revenue recovery rate goal (specific to your client roster)

  • Transactional recovery rate goal (specific to your client roster)



CANDIDATE PROFILE

Personal Characteristics


You likely embody these characteristics:

  • You do what you say you will do

  • You have an attitude of constant-improvement

  • You approach life with optimism and see the good in situations and people

  • You enjoy people and are able to communicate clearly, both verbally and in writing

  • You are tech-savvy and aren’t afraid to learn a new platform

  • You get energy by working with people and building professional relationships

  • You enjoy working within a system and aren’t worn out by routine

  • You are a problem solver and aren’t dependent on others to tell you how to move forward

  • You make decisions with the interest of the client, company and team in mind

  • You are self-motivated to produce agreed upon results

  • You are not late to meetings.

  • You have a spirit of flexibility and you’re willing and able to handle change quickly

 

Your Schedule


The Retention Specialist is a full-time, W-2 employee of Gravy working approximately 40 hours per week. While we have a flexible work environment, we do expect you to be available Monday through Friday, 8:30am to 5:00pm ET for meetings, communication and request you check-in at least every 2 hours during those times. 

 

It is expected that you work all of your accounts on the last day of the month. If the last day of the month falls on a Saturday or Sunday, you will be granted 8 additional hours of PTO that may be used within 45 days. 

 

Meetings would include, but not limited to, weekly All Team, weekly one-on-one with your supervisor, monthly Client Success team, and bi-annual retreats. Travel could include up to 10 nights per year.



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  • Location
    Cumming, Georgia
  • Department
    Client Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Entry-level