Save Specialist - SMB

Motive Agency; Islamabad; Vor Ort; PKR 1.000.000 - 1.800.000; Vollzeit

Zusammenfassung

Motive Agency is seeking a Save Specialist (CSA) to help customers maximize value from their partnership with Motive. You will build trusted relationships and support customers considering cancellation, plan changes, or renewals.

You will diagnose what changed in the customer’s business, identify root causes, and guide them toward the best path forward with a consultative approach and customer-first mindset.

Qualifikationen

• 2+ years in a customer-facing role such as customer success, support, or account management.
• Strong ability to build and maintain customer relationships with empathy and professionalism.
• Excellent written, verbal, and presentation skills in English.
• Ability to listen, discover, negotiate, and solve problems.
• Ability to identify business problems behind customer requests and propose next steps.
• Proven ability to manage multiple responsibilities with attention to detail.

Aufgaben

• Manage inbound and proactive customer conversations related to retention, renewal, cancellation, and account changes.
• Conduct discovery to understand the customer’s goals, changes, challenges, urgency, and desired outcome.
• Identify root causes related to budget, utilization, product fit, service experience, or billing.
• Handle large volume of phone conversations and email inquiries
• Problem solving is a must as you quickly identify the root cause of customer issues and work with them to implement fair contract negotiations
• Recommend practical, customer centered solutions, including issue resolution, right-sizing, renewal options, early renewal, multi year structures, or other approved paths.
• Coordinate with internal teams to resolve customer issues, maintain ownership of the customer experience, and provide clear expectations for next steps.
• Identify qualified opportunities for longer term planning, payment solutions, or expansion when they align with the customer’s needs and a healthy retention path has been established.
• Maintain accurate records of customer health, root cause, business impact, customer experience, actions, follow ups, and final outcomes.

Kenntnisse

Customer-facing

Relationship-building

English proficiency

Active listening

Negotiation

Problem solving

CRM experience

Multitasking

Customer-first mindset

Adaptability

Tools

CRM

Jobbeschreibung

Job Description:

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

Who We Are

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable.

For the first time ever, safety, operations, and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives customers visibility and control while reducing manual workloads through automation and simplified workflows.

Motive serves businesses across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

About the Role

Motive is looking for a Save Specialist (CSA) to help customers achieve lasting value from their partnership with Motive. In this role, you will build trusted customer relationships and support customers who are considering cancellation, reducing their subscription, changing their plan, or preparing for renewal.

You will understand what has changed in the customer’s business, identify the root cause of their concern, and guide them toward the most appropriate path forward. This may include resolving an underlying issue, right sizing the subscription, structuring a renewal, supporting an early or multi year renewal, evaluating a payment solution, or facilitating a professional cancellation when Motive is no longer the right fit. You will take a consultative approach focused on understanding customer needs, solving root causes, and helping customers choose the right path forward.

What You’ll Do

• Manage inbound and proactive customer conversations related to retention, renewal, cancellation, and account changes.
• Conduct thoughtful discovery to understand the customer’s business goals, changes, challenges, urgency, and desired outcome.
• Identify root causes related to budget, utilization, product fit, service experience, support, billing, fleet changes, or broader business conditions.
• Handle large volume of phone conversations and email inquiries
• Problem solving is a must as you quickly identify the root cause of customer issues and work with them to implement fair contract negotiations
• Recommend practical, customer centered solutions, including issue resolution, right-sizing, renewal options, early renewal, multi year structures, or other approved paths.
• Coordinate with internal teams to resolve customer issues, maintain ownership of the customer experience, and provide clear expectations for next steps.
• Identify qualified opportunities for longer term planning, payment solutions, or expansion when they align with the customer’s needs and a healthy retention path has been established.
• Maintain accurate records of customer health, root cause, business impact, customer experience, actions, follow ups, and final outcomes.

What We’re Looking For

• 2+ years of experience in a customer-facing role, such as customer success, customer support, account management, retention, consultative sales, or collections.
• Strong ability to build and maintain customer relationships with empathy, professionalism, and sound judgment.
• Excellent written, verbal, and presentation skills in English.
• Effective listening, discovery, negotiation, objection handling, and problem solving skills.
• Ability to identify the business problem behind a customer request and recommend a responsible next step.
• Proven ability to manage multiple responsibilities with a high degree of attention to detail and follow-through.
• Comfort working with CRM and learning technology products and structured workflows.
• Customer first mindset and the judgment to recommend the right outcome even when that outcome is not a sale.
• Comfort working in a fast-paced environment with evolving processes and priorities.

Creating a diverse and inclusive workplace is one of Motives core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

Please review our Candidate Privacy Notice here.

UK Candidate Privacy Notice here.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motives policy to require that employees be authorized to receive access to Motive products and technology.

Regarding US-based roles, depending on your role and primary work location, Motive Technologies, Inc. ("Employer") discloses candidates may be required to execute a non-compete covenant with the Employer. This requirement does not apply to lawyers, interns, or employees working in CA, MN, MT, ND, OK, or where otherwise prohibited by law.

Non-compete covenant terms in all other jurisdictions will be subject to the applicable statutory requirements, including but not limited to, procedures, industry related prohibitions, or salary and compensation thresholds.

All job postings are for existing vacancies. Please note; some interviews or new-hire training sessions may be held in person at one of our global offices.

Requirements: