Escalation & Retention Specialist
Zoek Marketing | Gozoek.com
Are you a high-stakes problem solver who thrives when the pressure is on? Zoek Marketing is looking for an Escalation & Retention Specialist who knows how to turn a "cancel" into a "renewal."
We don’t just want a customer service rep; we want a fighter. You are the final line of defense. Your mission is to take upset clients, de-escalate the tension, and strategically pivot them into the right products to ensure their long-term success.
The Mission: Save, Pivot, and Grow
• The Save: Take ownership of high-level escalations. You are the "fixer" who handles difficult conversations with confidence and empathy.
• The Pivot: Deep-dive into client accounts to identify why they’re unhappy. If their current product isn't working, you have the authority to pivot them into a better-fitting solution from our suite of digital marketing tools.
• The Negotiation: Use tailored retention offers and strategic upselling to turn a frustrated client into a long-term partner.
• Reputation Management: Proactively reach out to clients who leave negative feedback, resolving their issues and turning critics into advocates.
What You Bring to the Table
• Thick Skin: You aren't rattled by upset customers. You see a "fire" as an opportunity to put it out and build a stronger bridge.
• Strategic Thinking: You don't just follow a script; you analyze the client’s business and know exactly which product pivot will actually deliver results for them.
• Closing Ability: You have a background in sales, account management, or high-level collections where "saving the deal" was your primary KPI.
• Marketing IQ: You understand SEO, SEM, and Social Media well enough to explain value and set realistic expectations.
Requirements
• Experience: 2+ years in a high-intensity, client-facing role (Sales, Retention, or Account Management).
• Communication: Elite negotiation and de-escalation skills. You can be firm yet professional.
• Education: Bachelor’s degree in Marketing/Business or equivalent field experience.
• Drive: A proactive, results-oriented mindset. You hate losing clients and will do what it takes to keep them.
Ready to fight for our clients' success? Apply today.
Benefits:
• Dental insurance
• Paid time off
• Vision insurance
• Work from home
Job Type: Full-time
Pay: $45,000.00 - $75,000.00 per year
Benefits:
• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance
Application Question(s):
• Provide your LinkedIn profile if you have one.
• Explain why you think you would be good for this position.
Education:
• Bachelor's (Required)
Experience:
• B2B sales: 2 years (Required)
• Customer retention: 1 year (Preferred)
Work Location: Remote
Apply Now
Apply Now