Account Manager - Retention Specialist - US Remote, Western Region

October 15, 2024

Industry: Private

Employment Type:- Full Time

Work Hours:- 8 Hours

Locations:- USA

Full Job Description:-

Summary

*Please note that while this role will operate remotely, it is required that the candidate resides in the Western Region of the United States. This includes candidates in the Pacific Time, Mountain Time, Arizona Time, Hawaii Time, and Alaska Time Zones. At this time we are not considering candidates in the Bay Area*

Do you love local businesses, and want to help them grow? The Yelp Customer Success team is seeking a dedicated and driven Customer Success Representative to provide a 5-star experience to our small business advertisers! As a member of the Customer Success team, you will be committed to supporting, consulting, and retaining our advertisers post-sale. We’d love to have you apply, even if you don’t feel you meet every single requirement in this posting. At Yelp, we’re looking for great people, not just those who simply check off all the boxes.

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What you'll do:

You will help strengthen Yelp’s revenue retention by providing exceptional and timely customer support
You will consult and educate Yelp advertisers by answering a high volume of inbound calls and emails
You will show clients the value of Yelp by highlighting their investment returns through ad performance metrics
You will become an expert in Yelp’s advertising solutions and adapt product recommendations quickly to suit client needs - asking probing questions and handling objections will be critical to your success
You will exhibit strong communication skills, both externally with clients and internally with other Yelp employees
You will remain organized and efficient in a fast-paced environment
You will consistently achieve/exceed monthly goals

*We offer three different shift times in each respective time zone: 8-5, 9-6 or 9:30-6. Schedules will be selected quarterly and assignments are based on performance and preference.

What it takes to succeed:

You have a Bachelor's Degree or 3+ years of relevant client facing experience
You are technically proficient with computers and information systems
You have strong communication (verbal and written)
You excel with problem solving and troubleshooting
You have experience in account management, sales, advertising, or small business (preferred)
You have a love for local businesses and understand their importance in local economies
You have excellent time management and organizational skills with the ability to track and complete numerous details
You have the ability to handle tough conversations with business owners in a professional, solutions-oriented manner
You have the ability to strike a balance between consulting and supporting as needed
You are willing to receive and implement feedback
You have the ability to embrace a fast paced and always-changing environment

What you'll get:

Effective your first day: Medical, vision, and dental
Mental health support and services via Modern Health
15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter), 12 paid holidays, plus one floating holiday and 7 paid wellness days
Up to 14 weeks of parental leave
Monthly wellness subsidy
Flexible spending account
401(k) retirement savings plan
Employee stock purchase plan
Work from home reimbursement
The base salary is $50,000 + performance based incentives