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About the Role
This dual-purpose role is split approximately 50% customer retention and account support and 50% inside sales and business development. You’ll engage existing customers, support renewals and expansion opportunities, and help generate new business through prospecting, lead follow-up, discovery, product demonstrations, and consistent sales follow-through. This is an excellent opportunity for someone early in their sales, customer success, or account management career who wants to develop expertise in both customer retention and technology sales.
Responsibilities
- Build and maintain strong relationships with existing Caseload Manager customers through regular, proactive outreach.
- Conduct customer check-ins to understand satisfaction, product usage, training needs, emerging requirements, and potential concerns.
- Support customer communications, training follow-ups, renewal reminders, and retention campaigns.
- Track renewals and identify potential retention risks, escalating concerns when appropriate.
- Identify opportunities to expand customer relationships through additional products, services, users, departments, training, and use cases.
- Coordinate routine product demonstrations, training, and customer education.
- Answer basic product questions and help route more complex technical or customer issues.
- Maintain accurate CRM records covering customer activity, renewals, opportunities, risks, and next steps.
- Follow up on inbound leads and prospects generated through marketing, industry relationships, conferences, and other sources.
- Conduct proactive phone, email, and outbound prospecting to targeted organizations.
- Lead discovery conversations to understand current processes, needs, and pain points and determine where Caseload Manager can add value.
- Qualify opportunities based on fit, need, timing, budget, and potential value.
- Conduct practical product demonstrations tailored to each prospect’s organization, workflow, and use cases.
- Progress qualified opportunities through the sales pipeline and partner with senior sales leadership on larger opportunities, proposals, pricing, negotiations, and closing.
- Identify new opportunities within the existing customer base.
- Maintain an accurate, organized sales pipeline and consistent follow-up cadence using CRM and marketing automation tools.
- Partner with Sales and Marketing to improve customer retention campaigns, outbound prospecting, sales messaging, demonstrations, collateral, prospect lists, and market-specific use cases.
Requirements
- Early in your career in sales, customer success, account management, or business development and eager to grow professionally.
- Interested in technology and comfortable learning a software platform in depth.
- A strong communicator who enjoys working with customers and prospects by phone, email, and video.
- A thoughtful listener who asks good questions and can translate customer needs into practical solutions.
- Comfortable learning to deliver effective software demonstrations.
- Highly organized and able to manage multiple customers, prospects, follow-ups, demonstrations, and opportunities at once.
- Familiarity with mediation, dispute resolution, ombuds, HR, legal, or related professional environments is a plus.
Skills
- Sales
- Customer Retention
- Account Management
- Business Development
- Technology Sales
- Customer Success
- Prospecting
- Lead Follow-up
- Discovery
- Product Demonstrations
- Sales Follow-through
- CRM Management
- Communication
- Listening
- Organization
Experience Level
- Early in career
Salary/Compensations
- Base Salary: $75,000 USD annually, plus commission
- Target Total Compensation: $100,000–$150,000 annually
Benefits
- Medical coverage
- Dental coverage
- Orthodontia coverage
- Vision coverage
- Student loan repayment
- 401(k) retirement plan with substantial company match
- Discounted pet insurance
- Generous paid-time-off benefits
About the Company
- ODR.com is a wholly owned subsidiary of the American Arbitration Association.
- ODR.com provides fast, fair online resolution for disputes ranging from $5 online purchases to $10,000 medical bill issues.
- We leverage cutting-edge technology and AI to create enduring resolutions, bypassing costly legal processes.
- Caseload Manager is a configurable case management platform built for dispute resolution professionals and organizations.
- Our software supports real-world workflows across mediation programs, ombuds offices, HR departments, law firms, and other organizations.
Equal Opportunity
- The American Arbitration Association is an equal opportunity employer (EEO) and we value diversity in our workplace.
- We consider all employees and applicants for positions without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, or status as a covered veteran in accordance with applicable federal, state, and local laws.