Retention Manager (Mexico)
About The Position
Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.
Today, Guesty has 15 offices and 700+ team members across the globe.
Responsibilities
As a Retention Manager (Scaled), you will play a pivotal role in minimizing customer churn by proactively engaging with at-risk accounts. As the initial point of contact for flagged accounts, you will conduct thorough assessments and initiate timely outreach to address potential issues before escalating more complex cases to Customer Success Managers (CSMs). Your primary goal is to enhance customer satisfaction and foster long-term relationships by implementing strategies that drive retention.
Responsibilities:
- Monitor daily risk reports and promptly contact at-risk accounts to assess and address their concerns.
- Document customer feedback and accurately update risk status in internal systems.
- Develop and execute re-engagement strategies for dormant accounts to reignite interest and usage.
- Evaluate the severity of risks and escalate complex or unresolved cases to the CSM team.
- Analyze churn patterns to identify key drivers, and collaborate with teams to establish best practices and preventive strategies.
- Maintain expertise in premium features, their use cases, and the competitive landscape to provide valuable insights during customer interactions.
Requirements
Requirements:
- Exceptional ver and customer service skills, with a focus on building strong relationships.
- Proficiency with CRM systems (Salesforce preferred) and data entry, ensuring accurate tracking and reporting of customer interactions.
- Ability to identify escalation triggers and take appropriate action to mitigate risks.
- Strong organizational and multitasking abilities to manage competing priorities and meet deadlines.
- Collaborative team player, able to work cross-functionally to drive client success and contribute to the broader company goals.
This role is crucial in driving customer retention, and your efforts will directly impact our ability to maintain high levels of customer satisfaction and loyalty.
**Please note that this is a Remote position**
Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.