Retention Manager

About Us

ReflexMD is a pioneering health and wellness subscription telemedicine company dedicated to providing convenient and personalized healthcare experiences through our online platform. With a strong management team of industry experts and a vast consumer business pipeline, we are well-positioned to expand our team to support our fast growth. This growth-stage startup is already profitable, with an 8-figure ARR, growing over 30% per month. The Founder/CEO has led several successful venture-backed companies.

Position Summary

Are you a customer-centric sales leader with a passion for retaining and delighting customers? ReflexMD, a leader in the telemedicine space, is seeking a top-tier Retention Sales Manager to lead our elite team focused on maximizing customer loyalty and satisfaction. As an expert in handling escalations and fostering customer relationships, you'll play a pivotal role in driving retention strategies and ensuring a positive customer experience.

Key Responsibilities:

• Lead and coach a retention sales team to implement effective strategies for maximizing customer loyalty and satisfaction.
• Develop and implement retention strategies to ensure the satisfaction and continued engagement of existing customers.
• Handle customer escalations and complaints with empathy, professionalism, and a focus on finding satisfactory resolutions.
• Implement accountability measures and track key performance indicators to ensure team success in retaining customers.
• Foster a customer-centric team culture, encouraging team members to prioritize customer satisfaction and loyalty.
• Utilize CRM tools to manage and track customer interactions, retention efforts, and escalations.
• Collaborate with internal teams to enhance customer satisfaction and loyalty through product improvements and service enhancements.
• Be a hands-on leader, actively participating in customer interactions and providing support to team members as needed.
• Analyze customer feedback and data to identify trends, opportunities for improvement, and areas of concern.
• Demonstrate the ability to work independently, making strategic decisions and driving results with minimal supervision.
• Facilitate daily team stand-ups to prepare for a successful day, ensuring alignment on goals, priorities, and strategies.
• Employ advanced Excel skills to analyze sales data, identify trends, and make data-based decisions to improve retention performance.

Requirements

• Proven track record of success in sales or a related field, with a focus on customer retention and satisfaction.
• Experience in team leadership and coaching, with a track record of motivating and developing high-performing teams.
• Excellent communication skills, with the ability to handle customer escalations and complaints with empathy and professionalism.
• Strong customer-centric mindset with a passion for delivering exceptional customer experiences.
• Thorough understanding of the product and service being offered, including features, benefits, and competitive advantages.
• Familiarity with CRM software, sales tools, and other relevant technologies to efficiently manage customer interactions and retention efforts.
• Results-driven mindset with a focus on achieving and exceeding retention targets and key performance indicators.
• Ability to identify customer challenges, address escalations, and provide effective solutions to drive customer loyalty.
• Capacity to collaborate with internal teams such as marketing, product development, and customer support to enhance customer satisfaction and loyalty.
• High level of resilience and persistence in the face of challenges, maintaining a positive attitude and focus on customer satisfaction.
• Ability to excel in the position with minimal supervision and work collaboratively in a team environment.
• Proficiency in Salesforce platform, including comprehensive understanding of its functionalities and features, is required.
• Proficient in Google Workspace suite.
• Experience in telemedicine, health and wellness, and/or subscription sales is a plus.
• Bachelor's degree in business administration, sales, or related field.

Why Join ReflexMD?

• Join a forward-thinking telemedicine company at the forefront of weight loss treatment innovation.
• Make a meaningful impact on the lives of individuals seeking healthier, happier lives.
• Opportunity to be a key player in building a high-growth startup.
• Collaborate with a dedicated team of professionals who share a passion for improving healthcare.
• Competitive compensation package.

EEOC Statement

All applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, gender identity, or any other discriminatory factors. Please note that we do not provide immigration sponsorship for this role. All offers are subject to a background check. ReflexMD participates in the E-Verify program - we verify the employment eligibility of all newly hired employees through E-Verify. For more information, please visit the E-Verify website.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Unlimited PTO (based on manager discretion)
• Work From Home
• Top-notch equipment package