Partners Retention Analyst

Role Overview

• Drive inbound transactional negotiations such as plan changes, price reviews, and retention efforts for eligible partners (Tiers 5-7).
• Establish and ensure strict adherence to commercial policies and guardrails during all transactions to protect the business as the network scales globally.
• Seek opportunities to cross-sell to partners submitting an inbound request to review their partnership with Wellhub, such as First Visit Free/Success Fee, supporting the efforts to keep inflation under control.
• Ensure a faster and more consistent partner experience by delivering a dedicated, single point of contact (End-to-End Process Ownership) and resolving issues without unnecessary escalation.
• Leverage CX efficiency benchmarks to reduce the Average Handle Time (AHT) for negotiation tickets, contributing to a lean staffing model and ultimately significantly improving the Full Resolution Time (FRT) for our partners.
• Contribute to documenting standardized processes and guardrails, as a foundational for AI support.
• Inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life wellness.

Requirements

• Have expertise in customer service or partner support, with a highly desired experience in doing standard negotiation or sales.
• Advanced English is mandatory; other languages will be considered a plus.
• Be able to adhere to and execute defined, standardized commercial processes and guardrails (e.g., using the VM calculator).
• Possess the eagerness to embrace Continuous Improvement and operate with a lean staffing mindset, leveraging technology like Salesforce and Zendesk to reduce AHT.
• A true team player who values shared success and will partner closely with Partnerships Strategy, VM, and CX Enablement teams to align scope and deliverables.
• Be motivated to drive quantifiable results for the team, focusing on targets like the increase in FRT attainment and success/conversion rate on cross-sell initiatives.

Benefits

• Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more! Add up to three family members to your plan, ensuring access to wellness for those who matter most to you.
• A complete emotional wellbeing program with a unique approach. It offers personalized journeys that combine individual therapy sessions (52 per year) and on-demand content.
• Health, dental, and life insurance.
• As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. When you join, use our home office reimbursement to set up your home office.
• Flexibility for us isn’t just about where we work—it also means being able to shape how and when we get things done. Together with their leaders, employees define schedules that align with their time zones, team needs, and personal routines.
• It’s important to take time away from work to recharge. Employees receive vacations after 6 months and additional 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + an extra holiday for your birthday!
• Welcoming a new child is one of the most special moments in your life. Take the time to be present and enjoy your growing family. We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled.
• Access world-class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward personal and professional success.
• You’ll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness. We win together, building trust through open communication and a culture where every perspective matters.