Partners Retention Analyst

2 weeks, 3 days ago
Full-time
Junior
Customer and Technical Support
Wellhub

Wellhub

Wellhub: An Upstream OS for data-driven decisions, optimizing production, reducing costs, and minimizing downtime in the Oil & Gas industry.

Gas Utilities
1-10
Founded 2016

Description

  • Manage inbound retention and standard negotiation cases for eligible global pool-based partners in Tiers 5-7.
  • Drive end-to-end transactional negotiations for plan changes, price reviews, and retention requests.
  • Apply commercial policies and guardrails consistently to protect business margin and ensure compliance.
  • Identify cross-sell opportunities within inbound partner requests to support deal value and inflation control.
  • Provide a dedicated single point of contact to improve partner experience and reduce unnecessary escalations.
  • Work to reduce Average Handle Time and improve Full Resolution Time for negotiation tickets.
  • Document standardized processes and guardrails to support scalability and future AI-enabled support.
  • Collaborate with Partnerships Strategy, VM, CX Enablement, and other cross-functional teams on aligned execution.
  • Use tools such as Salesforce, Zendesk, and the VM calculator to execute standardized processes.

Requirements

  • Experience in customer service or partner support, with preferred experience in standard negotiation or sales.
  • Advanced English proficiency is mandatory.
  • Ability to follow defined commercial processes and guardrails.
  • Comfort working in a continuous improvement, efficiency-focused environment.
  • Experience or familiarity with Salesforce and Zendesk is a plus.
  • Ability to work collaboratively with cross-functional teams.
  • Results-oriented mindset with focus on measurable outcomes such as FRT and conversion rate improvements.
  • Other languages are considered a plus.

Benefits

  • Free Gold+ Wellhub membership with access to gyms, studios, digital fitness, and wellness resources.
  • Ability to add up to three family members to the Wellhub plan.
  • Wellz emotional wellbeing program with 52 therapy sessions per year and on-demand content.
  • Health, dental, and life insurance.
  • Flexible-first work model with hybrid and remote options, plus home office reimbursement.
  • Flexible schedules aligned with time zones, team needs, and personal routines.
  • Paid time off including vacation after 6 months, additional annual days off, tenure-based extra days, and a birthday holiday.
  • 100% paid parental leave, including extended leave and a ramp-back period for birth parents.
  • Career growth support through learning platforms, development roadmaps, and internal opportunities.
  • Inclusive, fair-pay-certified company culture with strong emphasis on belonging and wellbeing.

Interested in this position?

Apply directly on the company website

Apply Now

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