Sales Account Specialist

WHAT WE DO MATTERS:

At The Knot Worldwide, we champion celebration - and that starts with celebrating our people. Our employees are passionate dreamers, thoughtful doers, and lifelong learners who power meaningful moments for millions around the world. We’re united by authentic connection, shared purpose, and a deep commitment to the global community we serve. Here, flexibility and belonging go hand in hand with high performance. Driven by our core values, we believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. Our people are at the heart of our success.

ABOUT THE ROLE AND THE TEAM:

The Account Specialist, Vendor Retention is responsible for meeting or exceeding team expectations for retention among the TKWW WeddingPro (vendor) base. As the primary business consultants to TKWW’s SMB vendors, the Account Specialists on our Vendor Retention team are responsible for a team based queue of accounts and provide reactive services to help paying vendors stay on track and see success on the TKWW platform(s).

RESPONSIBILITIES:

• Proactively contact vendors to own vendor retention by managing manual and auto renewals, handling and saving, both obvious and subtle requests to cancel or downgrade TKWW services, and comparing and contrasting performance vs competitive products.
• Reactively handle inbound calls and emails from vendors regarding their packages, performance or concerns.
• Meet daily & weekly productivity KPI’s including calls & meetings targets
• Meet a monthly revenue target in line with the client pool expected value retention
• Build strong relationships with vendors, acting as their trusted point of contact
• Handle complaints and issues professionally, calmly and constructively, always focusing on positive outcomes.
• Clearly explain product features, benefits and performance insights to demonstrate ongoing value
• Accurately update CRM records and track activity against targets
• Work closely with your direct team and Manager to meet your monthly group retention targets
• Work closely with wider sales, support and product teams to improve vendor experience

SUCCESSFUL CANDIDATES HAVE:

• 1+ year in a sales revenue-responsible role with outcome-based performance expectations.
• Experience in a sales quota or other individual metrics accountability environment
• Sales/renewal/retention/support/cancellation experience in a B2B setting
• Experience managing a large book of business with Accounts across multiple verticals/categories
• Comfortable with direct accountability for individual and team outcomes
• Proven influencing and problem-solving skills. Can get customers to “yes” in multiple situations using multiple tools
• Excellent written and verbal communication skills
• Proven customer service and relationship building skills, including the ability to de-escalate sensitive conversations with customers via phone and email
• Thrives in a high-pace and collaborative team environment 
• Quantitative and analytical skills
• Comfortable with change, ambiguity, and decision-making with incomplete information
• Ability to prioritize and stay organized while balancing inbound client requests/questions and outbound proactive outreach

IT'S A BONUS IF:

• Consulting or coaching experience with small, medium-sized businesses
• SaaS, online marketplace, and/or online advertising experience
• Salesforce CRM and reporting