Retention and Telesales Subject Matter Expert

At IONOS, the leading European provider of cloud infrastructure, cloud services and hosting services, you will work together with a wide range of teams. We are characterized by open structures, a friendly working culture and flat hierarchies with a strong team spirit. We firmly believe that work and fun are compatible, and offer you the right environment for this. Our constant growth means that we are always looking for new colleagues. Become part of IONOS and grow with us.

We are seeking a highly skilled and motivated Retention and Telesales Subject Matter Expert (SME) to join us. This individual will play a pivotal role in enhancing customer retention, driving sales, and validating sales and retention transactions conducted by Specialists. The Retention and Telesales SME will bring expertise in both technical support and sales, providing guidance to Specialists while ensuring the accuracy and effectiveness of their transactions. The successful candidate will possess a strong understanding of web hosting technologies, sales techniques, and retention strategies.

MAIN RESPONSIBILITIES:

• Develop and implement strategies to optimize customer retention and sales performance
• Provide guidance and mentorship to Retention and Telesales Specialists, assisting them in resolving complex customer issues and effectively selling additional products and services.
• Facilitate the training and development of the Retention and Telesales Specialists by designing comprehensive training materials, conducting dynamic training sessions, and fostering an environment of knowledge.
• Ensure that teammates possess the necessary knowledge and skills necessary to effectively handle customer inquiries.
• Ensure service excellence by monitoring and evaluating teammates' interactions with customers.
• Assess the compliance of sales and retention transactions with established policies and procedures, as well as gauge overall customer satisfaction through the thorough review of calls, chats, or emails. 
• Analyze sales and retention data to identify trends, opportunities, and areas for improvement, providing actionable insights to management.
• Collaborate with cross-functional teams, including sales, marketing, and product development, to develop and implement targeted campaigns and promotions aimed at driving sales and retention.
• Serve as a subject matter expert on web hosting technologies, customer retention strategies, and telesales techniques, providing training and support to Specialists as needed.
• Support Team leaders in monitoring key performance indicators (KPIs) related to sales, retention, and customer satisfaction, taking proactive measures to address any issues or challenges.
• Support Team leaders in conducting regular performance evaluations and provide feedback to Specialists to support their professional development and growth within the organization.
• Stay updated on industry trends, best practices, and emerging technologies related to web hosting, sales, and customer retention.
• Act as a liaison between the Ret/TSI group and other departments, facilitating communication and collaboration to achieve shared objectives.

Others:

• Accepts other responsibilities as may be assigned by superior according to the need of the Company.
• Creates and preserves the most favorable Company image by conducting all functions in the most ethical and fair manner.
• Administers all assigned functions consistent with and in support of the goal of the company.

About IONOS

IONOS is the leading European digitalization partner for small and medium-sized businesses (SMB). The company serves around six million customers and operates across 18 markets in Europe and North America, with its services being accessible worldwide. With its Web Presence & Productivity portfolio, IONOS acts as a 'one-stop shop' for all digitalization needs: from domains and web hosting to classic website builders and do-it-yourself solutions, from e-commerce to online marketing tools. In addition, the company offers Cloud Solutions to enterprises who are looking to move to the cloud as their businesses evolve. 

We value diversity and welcome all applications - regardless of, for example, gender, nationality, ethnic or social origin, religion, disability, age as well as sexual orientation and identity, physical characteristics, marital status or any other irrelevant factor subject to applicable law.