客户成功保留顾问（英语/西班牙语双语）
Customer Success Retention Advisor (Bilingual English/Spanish)
作为Booksy的客户成功保留顾问，你将在确保客户不仅成功使用我们的产品，还能与我们共同成长方面发挥关键作用。你的主要任务是主动与客户沟通，发现提升他们体验的机会，防止客户流失，并通过主动联系推动客户重新激活。你将是Booksy与重要客户之间的关键纽带，确保他们的长期满意和忠诚度。
该职位位于我们美国客户保留职能的核心，你将主动联系有流失风险的客户，实施保留策略以保持他们的参与度和发展。你将参与反应性和主动性 outreach 活动，在客户旅程的关键时刻提供支持。你还将主动发现升级销售和交叉销售的机会，与Booksy各团队合作，为客户提供定制化解决方案。你每天的重要工作包括管理客户关系，进行满意度对话以评估体验质量，并识别改进领域。你将负责提供产品支持，处理支付问题，并处理重新激活事宜。
要求
为了确保你在这一职位上取得成功，你需要具备以下条件：
- 在客户成功、留存/重新激活、客户管理或类似岗位上有实际经验。
- 熟悉CRM软件，如Salesforce、Zowie、Google Suite。
- 优秀的沟通、说服和谈判技巧，擅长与B2B客户建立牢固的长期关系。
- 强大的解决问题能力，积极主动的态度，团队合作精神。
- 在组织和时间管理方面有可证明的经验和成功记录。
- 西班牙语流利或为母语，因为你将支持双语的美国B2B客户。
- 优先考虑在德克萨斯州或佛罗里达州的候选人
加分项：
· 在美容、健康或预约制业务行业的工作经验。
薪资范围：40,000 - 50,000美元基本工资 + 季度奖金。
请注意：这是一个非豁免职位，时薪等同于上述范围。
福利
Booksy提供的福利包括：
· 远程办公，灵活的工作时间。（我们自豪地在全球分布，每个市场都以远程为主。根据你加入的市场，你可能会有办公室访问权限或完全远程办公——都可以。）
查看英文原文
As a Customer Success Retention Advisor at Booksy, you’ll be instrumental in ensuring our customers not only succeed with our product but also continue to grow their businesses with us. Your primary mission will be to proactively engage with customers, identifying opportunities to enhance their experience, prevent churn, and drive account reactivation through outbound communications. You’ll be a vital link between Booksy and our valued customers, ensuring their long-term satisfaction and loyalty.
This role sits at the heart of our US Retention function, where you’ll actively reach out to customers showing signs of churn risk and implement retention strategies to keep them engaged and thriving. You’ll work across both reactive and proactive outreach motions, supporting customers at key moments in their journey. You’ll also proactively identify upselling and cross-selling opportunities, collaborating with teams across Booksy to develop solutions tailored to customer needs. A key part of your day will involve managing customer relationships, conducting satisfaction conversations to assess experience quality, and identifying areas for improvement. You’ll be responsible for providing product support, managing payment issues, and handling reactivations.
Requirements
Essentially, to ensure you succeed in this role, you’re going to need…
- Proven, hands-on experience in customer success, retention/reactivation, account management, or similar roles.
- Experience with CRM software like Salesforce, Zowie, Google Suite.
- Excellent communication, persuasion, and negotiation skills, with a talent for building strong, long-term relationships with B2B clients.
- Strong problem-solving abilities with a positive and proactive attitude. Team player.
- Demonstrable, repeated experience and success in organisation and time management.
- Fluency or native in Spanish, as you will be supporting bilingual US B2B clients.
- Location in Texas or Florida preferred
Nice to have:
· Experience in the beauty, wellness, or appointment-based business industry.
Salary Range: $40,000 - 50,000 base salary + quarterly bonus.
Please note: This is an exempt role with hourly pay equivalent to the range listed above.
Benefits
The Booksy benefits we offer are:
· Remote work with flexible work schedules. (We're proudly distributed across the globe, with each market being remote-first. Depending on which market you're joining, you might have office access or be fully remote - either works. All we ask is that you're based in the country/region this role is advertised in).
- Remote work with $50/month home phone/internet reimbursement.
- Comprehensive health, dental, and vision coverage with UHC.
- Company paid STD and LTD, and Basic Life Insurance at 1x salary up to $250,000.
- FSA/HSA's available - Booksy contributes $1,000/$2,000 for employee/employee plus.
- Accident/Hospital/Critical Illness voluntary plans available.
- 401k - 50% match up to 8% of contributions paid annually/ 3-year vesting period.
- PTO - Exempt employees - unlimited with manager approval. Non-exempt employees - 160 hours/year (does not roll over).
- 12 Holidays observed.
- Parental Leave - 12 weeks of paid leave.
- EAP (Employee Assistance Program).
- Voluntary Pet Insurance through Fetch.
- Financial wellness tools through SoFi and Ladder.
- Discounts via Perkspot.
- Booksy benefit $50 per month to use on services in our app.
A career at Booksy means you’re part of a global team focused on helping people around the world feel great about themselves, every day. From empowering entrepreneurs to build successful businesses, to supporting their customers to arrange 'me time' moments, we’re in the business of helping people thrive and feel fantastic.
Working in a rapidly growing, ever-changing scale-up comes with its own set of opportunities and challenges. If you prefer a stable environment, with clear processes and structures then, we've got to be honest, you won't always find that here. However, if you enjoy inventively solving problems with others, helping create clarity when things get confusing, and prioritising your own path within ambiguity, then the chances are that you'll love the opportunities available to grow your career at Booksy.
Our Diversity and Inclusion Commitment:
We work in a highly creative and diverse industry so it goes without saying that we strive to create an inclusive environment for all. We welcome people from all backgrounds and are committed to fair consideration in our hiring process. If you have any accessibility needs or require reasonable adjustments during the interview process, please contact us at , so we can best support you.
~ Booksy Team
Kindly submit your application and CV in English to ensure it is successfully reviewed.
Originally posted on Himalayas