Account Manager, Retention

ABOUT THE ROLE AND OUR TEAM:

The Account Manager, Retention (AM-R) is responsible for meeting or exceeding expectations for retention among the TKWW wedding pro (vendor) base. As the primary business consultants to TKWW's vendors, the AM-R is responsible for a set of accounts and provides both reactive and proactive services to help paying vendors stay on track and see success on the TKWW platform(s). 

RESPONSIBILITIES:

• Maintain ownership and accountability of a book of business to achieve monthly retention targets.
• Directly influence retention by managing manual and auto renewals, handling both obvious and subtle requests to cancel or downgrade TKWW services, and identifying opportunities to upsell and expand services. 
• Conduct targeted proactive outreach to limit churn and/or prepare assigned accounts for upcoming renewals.
• Consistently meet or exceed stated performance expectations for work quality, quantity, and impact. 
• Share "the voice of the vendor" from the Retention POV so leadership can adequately support retention efforts. 
• Remain 100% compliant with all data, record-keeping, and reporting requests.
• Other projects/duties as assigned.

SUCCESSFUL ACCOUNT MANAGER, RETENTION CANDIDATES HAVE:

•  2+ years in a revenue-responsible role with outcome-based performance expectations. 
• Experience in a quota or other individual metrics accountability environment 
• Renewal/retention/support/cancellation experience in a B2B setting
• Experience managing a large book of business with Accounts across multiple verticals/categories
• Comfortable with direct accountability for individual and team outcomes
• Proven influencing and problem-solving skills. Can get customers to "yes" in multiple situations using multiple tools
• Excellent written and verbal communication skills
• Proven customer service and relationship building skills, including the ability to de-escalate sensitive conversations with customers via phone and email
• Thrives in a high-pace and collaborative team environment 
• Quantitative and analytical skills
• Comfortable with change, ambiguity, and decision-making with incomplete information
• Ability to prioritize and stay organized while balancing inbound client requests/questions and outbound proactive outreach

IT'S A BONUS IF YOU HAVE: 

• Consulting or coaching experience with small, medium-sized businesses
• SaaS, online marketplace, and/or online advertising experience
• Salesforce CRM and reporting

WHAT WE DO MATTERS:

Here at The Knot Worldwide, we believe in doing work that matters. In more than 16 countries around the world, The Knot Worldwide's leading family of brands-including The Knot, WeddingWire, Bodas, The Bash, The Bump, and more-help people take celebration planning from inspiration to action. When you join our global team, you'll be a part of a diverse group of individuals passionate about serving and enabling our communities to celebrate the moments that make us.

At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!   

WHAT WE LOVE ABOUT YOU:

• You Dream Big. You iterate and experiment to drive innovation.

• You Love Our Users. You keep our global community at the center of everything you do.

• You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.

• You Hustle Every Day. You favor urgency and own your outcomes. 

• You Win Together. People are at the heart of our success and you play as a team.

WHAT YOU LOVE ABOUT US:

We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter both in and out of the "office". We offer flexible vacation, generous parental leave and prioritize initiatives that support the growth, development, and happiness of our people.

TKWW's approach to the future of work: We embrace a remote culture and empower our employees to work wherever they feel most productive. To facilitate in-person collaboration, we have office spaces in Austin, TX; Barcelona, Spain; Delhi, India; Galway, Ireland; London, England; New York, NY; Norwalk, CT; Omaha, NE; Portland, OR; and Washington, D.C.

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US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

U.S. Applicants: If you are a resident of California, Colorado, Washington State or New York City, please email statejobdescriptions@theknotww.com to request your state-specific job description. In the subject line, please add the specific job title of the role you are applying to. Please also be sure to specify your state of residence.