Partners Retention and Growth Analyst

About the role

Wellhub is on a mission to create a comprehensive wellness platform that links employees with various partners in fitness, mindfulness, therapy, nutrition, and sleep, all through a single subscription model. The role of Partners Retention and Growth Analyst is part of a newly established Partner Experience team, which is dedicated to enhancing partner engagement, boosting satisfaction levels, and ensuring the sustainability of business relationships through effective negotiations and commercial strategies.

Key facts

What you'll do

• Manage incoming requests related to contract terminations, adjustments to plans, and pricing evaluations for global partners categorized in Tiers 5-7.
• Address concerns raised by partners and explore opportunities to present commercial solutions, such as Success Fees, during partnership evaluations to help mitigate inflation impacts.
• Utilize support tools to minimize Average Handle Time and Full Resolution Time while effectively managing ticket volume.
• Adhere to established commercial policies and guidelines during all partner communications to ensure consistency and compliance.
• Play a role in developing standardized processes and Standard Operating Procedures (SOPs) that can later be enhanced with AI support.
• Foster a workplace environment that prioritizes both individual and team well-being.
• Collaborate with cross-functional teams to identify areas for improvement in partner experience and retention strategies.
• Analyze partner feedback and data to inform decision-making and enhance service offerings.
• Conduct regular training sessions to ensure the team is well-versed in the latest policies and procedures.
• Participate in strategic planning sessions to align partner engagement initiatives with broader company goals.
• Monitor industry trends and competitor activities to identify potential opportunities for growth and improvement.

Requirements

• Proficiency in English (advanced to fluent) is essential for effective communication with international partners and teams.
• Availability to work a late shift from 12:00 PM to 9:00 PM Brasilia Time to accommodate US and global partners.
• Experience in a high-volume, ticket-based environment where prompt responses and diligent follow-ups are crucial.
• A strong willingness to learn; prior experience in commercial roles is not necessary as comprehensive training materials and AI tools will be provided.
• Must be open to attending periodic in-person meetings at the São Paulo office to foster team collaboration.
• Excellent problem-solving skills and the ability to think critically under pressure.

Nice to have

• Familiarity with Customer Relationship Management (CRM) and support ticketing systems, especially Salesforce and Zendesk.
• Previous experience in a customer support or partner management role would be beneficial.
• Knowledge of wellness and health-related industries is a plus.

Skills & tools

• Proficient in CRM systems, with a preference for Salesforce.
• Experienced with ticketing platforms, particularly Zendesk.
• Familiarity with generative AI tools aimed at enhancing training and support processes.
• Strong analytical skills to interpret data and feedback effectively.
• Excellent communication and interpersonal skills to build relationships with partners.

Practical notes

• Enjoy a complimentary Gold+ Wellhub membership, which includes access to onsite gyms, digital fitness resources, meditation, nutrition, and mental health support; you can also add up to three family members.
• Participate in the Wellz emotional well-being program, which offers 52 individual therapy sessions annually along with on-demand content.
• Comprehensive health, dental, and life insurance coverage is provided.
• Receive reimbursement for home office expenses as part of the hybrid work arrangement.
• Vacation time is available after six months of employment, in addition to three extra days off each year, one additional day for each year of service (up to five), and a day off for your birthday.
• Benefit from 100% paid parental leave, with options for extended leave and part-time return for birth parents.
• Engage in career development opportunities through various learning platforms, interactive workshops, and pathways for internal mobility.
• Wellhub is a Syndio Fair Pay Certified employer, committed to equitable compensation practices.
• We are an equal opportunity employer, welcoming all qualified candidates regardless of their background.