Who We Are
At Osmosis, we believe that everyone who cares for someone can learn by Osmosis. Our global team's mission is to empower clinicians and caregivers with the best learning experience possible, increase healthcare capacity, and ultimately improve patient outcomes. In 2021, Osmosis partnered with Elsevier - the world’s leading publisher. This combined partnership will help us reach our goal of educating a billion people by 2025. Together, we are creating a more caring world by developing the most caring people.
What You’ll Do
As a Retention Specialist, you will work closely with the Marketing Team to drive customer retention strategies to increase our renewal rate, retain learners, re-engage with learners, and maximize revenue. You will build strong relationships with our learners to ensure they maximize the value of their learning experience with Osmosis.
The deliverables for this role include, but are not limited to:
- Develop strategies to retain customers, increase renewal rate, and re-engage with learners
- Collect and evaluate data about customer and usage trends
- Translate complex data into actionable and profitable marketing plans
- Develop experimentation framework related to customer retention including crafting hypotheses, launching experiments for validation, reporting results, and applying those results to overall processes
- Work cross-functionally to brainstorm on customer retention solutions
- Measure and report key performance metrics related to retention/renewal, and re-engagement efforts
What You Bring
- At least 2 years of experience in a similar role
- Experience with SaaS business
- Comfortable reaching out to customers to obtain feedback and translating feedback to actionable insights
- Strong prioritization and time management skills that allow you to see multiple projects through to completion, on time
- Comfortable navigating and utilizing data tools such as Google Analytics
- Excellent written communication and copywriting skills with strong attention to detail
- Experience working with cross-functional teams, including product management, content development, and creative teams
How You Work
- Customer-focused. You prioritize the needs of the customer and keep them front of mind in everything you do.
- Mission and Value Aligned. You resonate with our organizational values and embody them daily. You are motivated to help us achieve our common goals and shared vision!
- Adaptable. You embrace the scrappy startup mentality. You are flexible and versatile with changes to projects, goals, and strategies. You are comfortable working in an entirely virtual environment.
- Proactive. You seek out new ways to problem-solve both solo or with your team members. You work diligently to produce excellent results, even with limited time and resources.
- Growth mindset-oriented. You are constantly learning and applying these learnings to your craft. You work through change and obstacles to reach resolutions and value the power of “not yet.”
- Solutions Oriented. You see problems as opportunities to act. You love proposing solutions and lean towards problem-solving action.
- Reliable. You get things done on time and if you drop the ball, you’re the first to pick it up. You hold yourself accountable and take ownership for mistakes.
- Caring Communicator. You know the importance of clear, thoughtful communication in a fully distributed environment. You can navigate crucial conversations through mindfully listening to others and clearly expressing your needs.
Osmosis is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, disability, protected veteran status or other status protected by law.
