Customer Success & Retention Specialist

Katana MRP

Katana MRP

Customer Service, Sales & Business Development
Posted on Thursday, July 4, 2024
North America · Fully Remote

Customer Success & Retention Specialist (East Coast)

Do you enjoy building excellent customer relationships? Are you curious about how we can improve our products and retain our customers' business? If so, take on your next great career challenge with Katana!

Who we are

We believe the future is a tech stack of integrated best-of-breed SaaS products, with Katana at the center.

Since 2017, we've given businesses worldwide a live look at their inventory, uniting all the processes and tools they use with intuitive and easy-to-use cloud inventory software. Our customers range from mom-and-pop shops to multi-million-dollar businesses. To date, we have raised over $51 million in funding from VC firms and angel investors who, like us, believe the inventory software space needs more love.

Besides great user experience and top-tier customer support, Katana is also industry-agnostic and scalable. The companies that grow with Katana come from almost any industry you can think of, and our software is designed to plug and play with any existing system of tools manufacturers use.

Who we’re looking for

We are looking for a dedicated Customer Retention Specialist to join our team and help us maintain and improve our customer retention rates. The ideal candidate will have a strong background in customer service, excellent communication skills, and a deep understanding of customer behavior. As a Customer Retention Specialist, you will be responsible for identifying at-risk customers, developing strategies to retain them, and implementing these strategies effectively. You will work closely with various departments, including sales, marketing, and customer service, to ensure a seamless customer experience.

Your role will involve analyzing customer data, conducting surveys, and gathering feedback to understand customer needs and preferences. You will also be responsible for creating and executing retention campaigns, monitoring their effectiveness, and making necessary adjustments.

The successful candidate will be proactive, empathetic, and results-driven, with a passion for helping customers and improving their experience with our company. If you are a problem-solver who thrives in a fast-paced environment and enjoys working with people, we would love to hear from you.

Your typical week would include:

Customer Identification and Retention

    • Identify at-risk customers and develop strategies to retain them.
    • Provide personalized support to valuable customers.

    Data Analysis and Feedback Collection

    • Analyze customer data to understand behavior and preferences.
    • Conduct surveys and collect feedback to improve the customer experience.
    • Apply customer feedback to product development.

    Collaboration and Campaign Execution

    • Collaborate with sales, marketing, and customer service teams.
    • Create and execute retention campaigns.
    • Develop and manage customer loyalty programs.

    Strategy Monitoring and Adjustment

    • Monitor the effectiveness of retention strategies.
    • Adjust strategies based on performance metrics.

    Customer Support and Education

    • Resolve customer complaints and issues quickly.
    • Educate customers about new products and services.

    Record Keeping and Industry Awareness

    • Maintain detailed records of customer interactions.
    • Stay up to date with industry trends and best practices.

    Reporting and Metrics Tracking

    • Track and report on retention metrics.

    You're the perfect fit if you

    • Proven experience in customer service or retention roles.
    • Excellent communication and interpersonal skills.
    • Strong analytical and problem-solving abilities.
    • Ability to work collaboratively with cross-functional teams.
    • Proficiency in CRM software and data analysis tools.
    • Empathetic and customer-focused mindset.
    • Ability to manage multiple tasks and priorities.
    • Strong organizational skills and attention to detail.
    • Experience in developing and executing retention campaigns.
    • Ability to handle difficult customer situations with patience.
    • Knowledge of customer behavior and market trends.
    • Proactive and results-driven attitude.
    • Ability to work in a fast-paced environment.
    • Strong presentation and reporting skills.

    What we offer

    • Opportunity to have real impact at a global growth company and chance to drive change in the inventory products space
    • Opportunity to work with an enthusiastic and talented global team
    • A competitive salary and employee stock option program (we want everybody to feel engaged and share the fruits of our collective effort)
    • Flexible and remote working options (we’re a results-driven team)
    • A team vibe to keep you smiling even on the rainiest days
    • Health & wellness package of your choice
                North America
                Remote status
                Fully Remote
                Employment type
                Contact Christina De Giovanni People & Culture Manager, NorAm & NZ

                Want to learn more about what it’s like to work at Katana?

                Visit our Careers page
                North America · Fully Remote

                Customer Success & Retention Specialist (East Coast)