Vendor Retention 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. We believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. We inspire, we build, and we celebrate. We dream big, love our users, hustle every day, and always do the right thing to win - together. 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:

• Serve as the primary inbound point of contact for TKWW Paid Vendors.
• Ensure timely and successful delivery of TKWW solutions according to Vendor needs and objectives, including the management of auto renewals, handling both overt and subtle cancellation requests. 
• Track and report on all activity and results in our CRM, Salesforce, as well as ensure accurate customer account information.
• Use, track, and solve tickets in Salesforce from partner teams, Vendors, and sales teams.
• Achieve expansion, renewal, & winback goals through educating customers on the value of our WeddingPro program and services
• Ensure adherence to all prescribed call metrics, including but not limited to agent state, availability times, average handle time, inbound call adherence, and outbound call/email campaigns. 
• Remain 100% compliant with all data, record-keeping, and reporting requests.
• Other projects/duties as assigned.

SUCCESSFUL CANDIDATES HAVE:

• 1+ year in a revenue-responsible role with outcome-based performance expectations. 
• Experience in a quota or other individual metrics accountability environment 
• 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

WORK MODEL:

This role is based in our Galway office. To support onboarding and team integration, you’ll work onsite five days a week for the first 3–6 months. After this initial period, the standard schedule will transition to a hybrid model of three in-office days per week - Monday, Wednesday, and Friday.

At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!

WHAT WE LOVE ABOUT YOU:

• You Dream Big. You iterate and experiment to drive innovation.

• You Love Our Users. You keep our global community at the center of everything you do.

• You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.

• You Hustle Every Day. You favor urgency and own your outcomes. 

• You Win Together. People are at the heart of our success and you play as a team.

WHAT YOU LOVE ABOUT US:

We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter both in and out of the “office”. We offer flexible vacation, generous parental leave and prioritize initiatives that support the growth, development, and happiness of our people.

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