Vendor Retention Specialist at The Knot Worldwide

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. Driven by our core values, we believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. 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
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

What to Expect:

Start Date: March 2nd 2026
In-Office Assessment: date TBC, assessment will take place at our office and last 2–3 hours.

Please check your inbox (and your spam folder) for all the details and what comes next.

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. Together, we have an incredible opportunity to make it even easier for our customers to plan life’s most meaningful moments and for our small business owners to grow and scale. We would love to have you with us on our journey.

WHAT WE LOVE ABOUT YOU:

Commit to our customers: You act as one team on behalf of our customers. You lead with head and heart, and build what matters for life's most meaningful moments.
Raise the bar: You define "great" and work backwards. You don't just accept how it's been done, but boldly define how it should be. You are unafraid to innovate, learn, and keep moving forward toward our shared vision.
Be all in: You believe in our mission and take ownership of your work. You debate openly to reach the best outcomes, speaking with clarity and care, embracing diverse perspectives, then commit fully.
Celebrate impact: You measure success by the outcomes you create. You hold yourself accountable to delivering value, while recognizing progress and the lessons learned along the way. You love to win, together.

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.

Together@TKWW is our approach to hybrid work. It’s designed to support how we work best: combining the flexibility we value with meaningful opportunities to connect in person. Whether a role is Together@TKWW-eligible or not, we believe in purposeful moments to come together, build strong relationships, and drive bold ideas forward.

For Together@TKWW-eligible roles, this includes regular in-office time to foster collaboration and connection.
For roles not eligible for in-office expectations, we support connection through virtual collaboration and intentional gatherings.

To facilitate in-person collaboration, we have office spaces in Barcelona, Spain; Delhi, India; Galway, Ireland; London, England; New York, NY; and Washington, D.C.

US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

Privacy Notice: The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our Privacy Policy. If you wish to file a complaint, you may contact the competent data protection authority. If you wish to file a complaint, you may contact the competent data protection authority.

Vendor Retention Specialist

Related Jobs

Director Flex and Installments (Global Product)

Account Executive NATO

Account Executive NATO

Account Executive NATO

Product Operations Manager

Customer Support Chat Specialist: 11A - 8P Eastern time, Full time

Remote Sales Operations Manager

Sr. Sales Operations Manager - REMOTE

Lead Sales Operations Manager - REMOTE

Remote Sales Operations Lead