Retention Specialist

Customer Experience San Diego, California


iMatrix, a subsidiary of Internet Brands, is a leader in providing online marketing solutions for small to medium size practice-based businesses. Our online marketing services include professionally designed websites, Social Media management, reputation management, video marketing, pay-per-click (PPC) advertising, and a custom, advanced SEO solution. Based in San Diego, iMatrix strategically focuses on specific niche markets such as the chiropractic, veterinary, and eye care industries. iMatrix has large company stability with startup energy. We are seeking a motivated Retention Specialist to join our team.

Essential Duties and Responsibilities:

-This position is immediately responsive to client requests to cancel or downgrade service via telephone and email, approaching every situation with the utmost sense of urgency.
-You will make every effort to retain the client's business and to ensure their satisfaction.
-The client retention team focuses on individual client satisfaction and conflict resolution to ensure the long-term retention of the client base at the appropriate service tier to fit their business needs, wants, and goals.
-You will be responsible to communicate in a positive way with our internal billing and collections departments to ensure any client financial issues are dealt with promptly and appropriately within our systems.
-You will be responsible to take the initiative to prioritize inbound requests so that the most urgent issues are addressed first and you will work with the clients directly to retain and satisfy the client.
-You will be responsible to process/complete/close all tickets and "shut down" all services and billing for clients on the appropriate date specified and services are closed out appropriately and timely when a client does indeed cancel.
-You will ensure the delivery of a world-class client experience which promotes a high level of confidence in iMatrix through service excellence, fast cycle time, product expertise, aggressive follow-up in communication, and accurate results in deliverables.

Required Skills and Abilities: 
-2+ years experience in client support, success, or retention role, preferably in a similar technical industry environment, preferred.
-You should be able to demonstrate a history of successful client retention initiatives.
-Should have a high level of awareness and interpersonal intelligence with an ability to "read between the lines" and give the Client what they need, not just what they ask for.
-Demonstrated excellent oral and written communication skills, with the ability to interact effectively and professionally at all levels of internal and external clients (business, creative, medical, and technical contacts at all levels).
-You must be passionate about the positive impact you can make with each and every client.
-You will be expected to take seriously the responsibilities of retaining clients and revenue for the company long term.
You should be able to prove a track record of professionalism and integrity.
-You should have the strength of character to measure your own success through the success of others.
-A strong technical aptitude with analytical, planning, and problem-solving skills.
-Must be highly organized and possess the ability to multi-task.
-Must be able to easily get along with others and be professional in your relationships with co-workers and clients.

About Internet Brands:

Headquartered in El Segundo, Calif., Internet Brands® is a fully integrated online media and software services organization focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. Internet Brands' powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Temasek. For more information, please visit  

Internet Brands and its wholly-owned affiliates are an equal opportunity employer.