Retention Analyst
Swyft Filings
Houston, TX US
Posted ago
Swyft Filings

Renewals and Retention Analyst
Are you a leader in managing customer retention? Do you have a reputation for executing your innovative ideas? Would you like to be part of a culture that values and appreciates its employees? If you answered yes to all of these questions, then we want to know you!

Who We Are
Swyft Filings is an online filing service for business formations. More importantly, we’re a company that has helped budding entrepreneurs start over 150,000 new businesses (and counting). In the last 5 years, we’ve grown from a lawyer and two online entrepreneurs into a team 75 strong – and you can bet we’re not done yet. We are looking for an experienced Renewals and Retention Analyst to ensure our subscription services continue to add value in a seamless way that encourages our customers to continue growing their business with us. This individual will create operating procedures intended to increase customer retention across various lines of business. In addition, you will work closely with the customer support team and eventually build a retention team, teaching how to utilize various techniques to nurture customer relationships and salvage at-risk accounts.

Benefits package includes Medical, Dental, Vision, 401(k) with Company Match, Life Insurance, Disability, Parental Leave, and PTO

Full Time (40 hours per week)

Responsibilities

What You'll Do

  • Institute SOPs for how we manage payment processing for subscription-based products and services
  • Develop talking points and email templates to keep customers informed about their subscription payments, updates to the product, and who to contact with questions
  • Design a customer service outreach strategy that includes methods to use to save subscriptions while maintaining a positive rapport with customers
  • Analyze frequent causes of subscriptions being canceled, and come up with solutions to minimize the amount of cancelations
  • Build up detailed knowledge about the company's products and services, and create materials that convey their value to customers
  • Recover and reinstate accounts once customers decide to continue their subscription
  • Identify and resolve issues that would hinder customers from renewing their subscriptions
  • Negotiate and follow up regularly for timely recovery of subscriptions and accounts
  • Empathize with client needs and circumstances while arranging plans to continue services or collect on delinquent accounts
  • Monitor subscription and collection metrics and present trends and findings to the leadership team, and provide recommendations for improvement
  • Strive to uphold our company values in every interaction by providing top-notch customer service to solidify our company’s’ reputation as a trusted resource for entrepreneurs

Qualifications

What You'll Need

  • 2+ years of subscription management and retention experience preferably in e-commerce
  • 2+ years experience optimizing financial processes
  • The ability to analyze available data and problem-solve to make our subscription offerings better for customers
  • Experience negotiating, processing, monitoring, and optimizing payment plan protocols with customers
  • A positive, empathetic attitude that cultivates trust with customers and leaves them with a positive opinion of our company
  • Ability to create and implement processes to streamline and enhance our subscription services and retention initiatives

Compensation
$60,000 - $90,000 yearly
About Swyft Filings

Swyft Filings is an online service for business formations and compliance. More importantly, we’re a company that has helped budding entrepreneurial mindsets start over 150,000 new businesses (and counting). We take a complex process and automate it to make it easier for small businesses and individuals to launch their business dreams without having to go it alone or find, hire, and pay high-priced and uncertain legal fees.


In the last five years, we’ve grown from a lawyer and two online entrepreneurial mindsets into a team 65 strong – and you can bet we’re not done yet. We’re self-funded, profitable, and proud to be a leader in our industry. Our mission is to break down barriers so anyone can follow their dreams and create something special for themselves and their communities.

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