Customer Success Retention Advisor

As a Customer Success Retention Advisor at Booksy, your main responsibilities include engaging with Providers through outbound calls, resolving their concerns, offering tailored solutions, and assisting them in optimizing their profiles and online bookings. You will also educate them on subscriptions, invoices, and payments to ensure they fully utilize the platform.

To be a successful Customer Success Retention Advisor at Booksy, you need a minimum of 2 years of experience in retention or telesales, strong negotiation skills, resilience under stress, and basic proficiency in various operating systems and software, along with conversational English for effective communication.

Booksy offers a range of benefits for the Customer Success Retention Advisor role including fully remote work, private medical care, a Multisport card, additional life insurance, and wellness programs such as online consultations with a psychologist, all aimed at supporting your health and well-being.

At Booksy, we are committed to creating an inclusive work environment for all. We actively welcome candidates from various backgrounds and ensure fair consideration throughout the hiring process. If you have any accessibility needs, you can reach out to us for reasonable adjustments.

The work culture at Booksy for a Customer Success Retention Advisor is dynamic and fast-paced, emphasizing creativity and autonomy. If you enjoy solving problems in a somewhat chaotic environment while collaborating with a globally distributed team, you'll find a great fit here!

When answering this question, focus on specific examples where you successfully retained clients through proactive communication and tailored solutions. Highlight your understanding of client needs and how you addressed them to create positive outcomes.

To effectively answer this, draw on a past experience where you turned a negative situation into a positive outcome. Explain your approach to understanding the client's concerns, actively listening, and providing thoughtful solutions.

Discuss various strategies you've employed, such as personalized follow-ups, offering additional resources, or educating clients about product features. Emphasize the importance of tailoring your approach to individual Provider needs.

In your response, explain your time management techniques, such as using a priority list or digital tools to ensure you focus on high-impact tasks while being flexible when urgent issues arise.

Highlight your belief in strong relationships built on trust and understanding. Discuss the importance of consistent communication, feedback loops, and adapting strategies based on customer needs.

To answer this, talk about your research on Booksy's features, your enthusiasm for learning about the platform's tools, and your proactive nature in becoming an expert to better assist Providers.

Provide a specific scenario where you went above and beyond to help a client achieve their goals. Discuss the steps you took and how this enhanced their experience and retention.

Share your insights on remote communication tools you have used and how you maintain accountability and collaboration with team members while working from different locations.

Discuss techniques you use to cope with stress, such as breaking tasks into smaller steps, staying organized, and seeking support from team members to handle peak periods effectively.

This is your chance to express genuine interest in the company. Share what excites you about Booksy's mission, its commitment to its team and Providers, and how you can contribute to its success.