客户留存专员 - 美国B2B语音AI解决方案公司
Client Retention Specialist for a U.S. B2B Voice AI Solutions Company
Paired 是一家全球性的招聘和人才派遣机构，将远程工作与顶尖人才相匹配。我们重视创新的社交媒体策略，并致力于将有才华的人士与需要其独特技能的优秀公司连接起来。我们的使命是为有才华的人提供优质的工作，无论他们身处何地。
关于客户
我们的客户是一家 B2B 语音 AI 解决方案公司，利用人工智能驱动的语音技术帮助 businesses 自动化并优化他们的客户互动、线索处理和预约安排。
关于职位
我们正在寻找一位积极主动且富有同理心的留存专员加入我们的团队，为我们的 B2B 语音 AI 客户提供支持。该职位专注于缓解和留住可能不满或遇到问题的客户，确保他们获得最高水平的服务。你将成为客户与内部团队之间的桥梁，分析客户旅程，识别痛点，并提供定制解决方案以防止客户流失。
核心职责：
- 通过视频通话直接与客户沟通，了解他们的担忧并解决升级的问题。
- 使用同理心、情商和专业精神缓解情况，重建客户信心，留住客户。
- 分析客户旅程，识别沟通失误或流程缺口，并提供可操作的解决方案。
- 遵循标准操作流程和让步政策，防止客户流失并保持一致的客户满意度。
- 与跨职能团队（运营、产品、销售）合作，确保客户问题得到有效解决。
- 在 CRM 和内部系统中记录客户互动、结果和改进建议。
此职位面向所有拉丁美洲居民开放。
要求
- 3 年以上在客户留存、客户成功、账户管理或客户关系方面的工作经验。
- 有处理升级问题、退款或敏感客户情况的实操经验。
- 英语口语和书面表达优秀；视频通话需具备中性口音。
- 强大的情商、积极倾听和解决问题的能力。
- 能够适应快节奏的初创环境。
- 有使用 CRM、Slack 和项目管理工具的经验。
- 能快速学习产品功能和定位。
最初发布于 Himalayas
查看英文原文
Paired is a global staffing and recruiting agency that pairs remote work with top-tier talent. We admire the importance of innovative social media strategies and are committed to connecting talented individuals with great companies that need their unique skills. Our mission is to provide great jobs to gifted people, regardless of location.
About the Client
Our client is a B2B Voice AI solutions company that helps businesses automate and streamline their customer interactions, lead handling, and appointment scheduling using AI-driven voice technology.
About the Role
We are looking for a proactive and empathetic Retention Specialist to join our team, supporting our B2B Voice AI clients. This role focuses on de-escalating and retaining clients who may be dissatisfied or experiencing issues, ensuring they receive the highest level of service. You will be the bridge between our clients and internal teams, analyzing client journeys, identifying pain points, and providing tailored solutions to prevent churn.
Core Responsibilities:
- Communicate directly with clients via video calls to understand concerns and resolve escalations.
- De-escalate situations, rebuild client confidence, and retain clients using empathy, emotional intelligence, and professionalism.
- Analyze client journeys to identify miscommunications or process gaps and provide actionable solutions.
- Follow SOPs and concession policies to prevent churn and maintain consistent client satisfaction.
- Collaborate with cross-functional teams (operations, product, sales) to ensure client issues are resolved effectively.
- Document client interactions, outcomes, and recommended improvements in CRM and internal systems.
This role is open to all Latin America residents.
Requirements
- 3+ years of experience in retention, customer success, account management, or client relations.
- Proven experience handling escalations, refunds, or sensitive client situations.
- Excellent verbal and written English; neutral accent required for video calls.
- Strong emotional intelligence, active listening, and problem-solving skills.
- Comfortable operating in a fast-paced startup environment.
- Experience with CRMs, Slack, and project management tools.
- Ability to quickly learn product functionality and positioning.
Originally posted on Himalayas