ABOUT US

In more than ten countries around the world, The Knot Worldwide champions the power of celebration. Our global family of brands provide best-in-class products, services and content to take celebration planning from inspiration to action. At the core of our business is our industry-leading global online wedding Vendor Marketplace, connecting couples with local wedding professionals and a comprehensive suite of personalized wedding websites, planning tools, invitations, and registry services that make wedding planning easier for couples around the globe. Each year, we connect more than 4.5 million users with around 900,000 global small businesses through our Vendor Marketplace.

LIFE AT TKWW

At The Knot Worldwide, we believe in doing work that matters. Each year, we help millions of couples around the world celebrate life’s most meaningful moments, while also helping hundreds of thousands of global small business owners get discovered and scale. Life here means working alongside a team that cares deeply, not just about the work you do, but about the life you live. We prioritize employee well-being and development through meaningful opportunities for growth, and we celebrate milestones and wins in a big way. After all, celebrations are what we do best.

ABOUT THE ROLE AND THE TEAM:

The Account Specialist, Vendor Retention is responsible for meeting or exceeding team expectations for retention among the TKWW WeddingPro (vendor) base. As the primary business consultants to TKWW’s SMB vendors, the Account Specialists on our Vendor Retention team are responsible for a team based queue of accounts and provide reactive services to help paying vendors stay on track and see success on the TKWW platform(s).

RESPONSIBILITIES:

Proactively contact vendors to own vendor retention by managing manual and auto renewals, handling and saving, both obvious and subtle requests to cancel or downgrade TKWW services, and comparing and contrasting performance vs competitive products.
Reactively handle inbound calls and emails from vendors regarding their packages, performance or concerns.
Meet daily & weekly productivity KPI’s including calls & meetings targets
Meet a monthly revenue target in line with the client pool expected value retention
Build strong relationships with vendors, acting as their trusted point of contact
Handle complaints and issues professionally, calmly and constructively, always focusing on positive outcomes.
Clearly explain product features, benefits and performance insights to demonstrate ongoing value
Accurately update CRM records and track activity against targets
Work closely with your direct team and Manager to meet your monthly group retention targets
Work closely with wider sales, support and product teams to improve vendor experience

SUCCESSFUL CANDIDATES HAVE:

1+ year in a sales revenue-responsible role with outcome-based performance expectations.
Experience in a sales quota or other individual metrics accountability environment
Sales/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:

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