Retention Specialist

Inbound Sales Retention SpecialistDo you love local businesses, and want to help them grow? The Yelp Customer Success team is seeking a dedicated and driven Inbound Sales Retention Specialist to provide a 5-star experience to our small business advertisers! As a member of the Inbound Sales Retention 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.This position requires you to work a permanent Saturday-Wednesday schedule. On Saturday and Sunday you will work 7:00am-4:00pm PST and during the weekdays of your shift you will work 9:00am-6:00pm in your timezone. This is a full-time position.What You'll Do:You will help strengthen Yelp's revenue retention by providing exceptional and timely customer supportYou will be logged into an inbound phone queue for the majority of your day, consulting and educating our current Yelp advertisersYou will show clients the value of Yelp by highlighting their investment returns through ad performance metricsYou will use strong listening and conflict resolution skills to handle escalated clientsYou 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 successYou will exhibit strong communication skills, both externally with clients and internally with other Yelp employeesYou will remain organized and efficient in a fast-paced environmentYou will consistently achieve/exceed monthly goalsUse Chatbench, Yelp's internal tool that provides secure access to a number of LLM models, to research, draft proposals, analyze data and overcome objectionsWhat It Takes To Succeed:You have a Bachelor's Degree or 3+ years of relevant client facing experienceYou are technically proficient with computers and information systemsYou have strong communication skills (verbal and written)You excel with problem solving and troubleshootingYou have experience in account management, sales, advertising, or small business (preferred)You have a love for local businesses and understand their importance in local economiesYou have excellent time management and organizational skills with the ability to track and complete numerous detailsYou have the ability to handle tough conversations with business owners in a professional, solutions-oriented mannerYou have the ability to strike a balance between consulting and supporting as neededYou are willing to receive and implement feedbackYou have the ability to embrace a fast paced and always-changing environmentYou will need access to an individual hardline high-speed internet connection in your workspace. This job cannot be performed using satellite internet or a mobile hotspotWhat You'll Get:Effective your first day: Medical, vision, and dentalMental health support and services via Modern Health15 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 daysUp to 14 weeks of parental leaveMonthly wellness subsidyFlexible spending account401(k) retirement savings planEmployee stock purchase planWork from home reimbursementThe base salary is $50,000 + performance based incentives