Trupanion

Customer Retention Specialist

• Educate and support customers requesting policy cancellation through inbound calls and email
• Manage high call volumes while balancing empathy, efficiency, and productivity
• Investigate customer concerns and take solution-oriented action to support retention
• De-escalate challenging situations with empathy and professionalism
• Educate pet parents on the lifetime value of Trupanion coverage
• Build authentic connections by tailoring communication to individual customer needs
• Adapt to evolving responsibilities, processes, and workflows
• Navigate multiple systems and tools to deliver an efficient member experience
• Prioritize and manage time effectively in a fast-paced contact center
• Document customer interactions and maintain detailed CRM records
• Independently troubleshoot common technical issues and adapt to new tools or system updates
• Identify alternate ways to continue working while awaiting IT support
• Meet or exceed productivity and quality targets while adhering to 90% of scheduled shifts
• Participate in on-camera video calls to collaborate with the team and support an inclusive remote culture
• Complete seven weeks of training, Monday through Friday, 8:00 AM–5:00 PM Pacific Time

Sales

• Transform how North American teams sell, grow, and engage with partners
• Bridge formal training and applied field execution for field sales and outbound engagement teams
• Assess field needs and design, develop, deliver, and evaluate learning experiences and enablement resources
• Serve as a strategic partner, facilitator, and performance consultant
• Design and deliver scenario-based workshops, live coaching, role-plays, and reinforcement strategies
• Host office hours, peer forums, and skill-building sessions for veterinary, breeder, and shelter engagement
• Partner with North American sales leaders and Territory Partners to identify needs and strengthen same-store and new-store growth
• Identify trends, skill gaps, and opportunities using field observation, stakeholder feedback, and performance data
• Collaborate with Continuing Education Programs leadership to align learning priorities with organizational goals
• Lead field development programs, monthly webinars, regional training, sales enablement resources, sales effectiveness programs, and onboarding
• Translate business needs and educational objectives into practical tools and resources
• Develop strategies supporting product launches, hospital-facing initiatives, incentive programs, and growth-focused behaviors
• Equip teams in consultative selling, discovery, objection handling, and relationship-building techniques
• Track performance metrics including lead growth, footprint growth, resource adoption, conversion rates, engagement, and partner adoption
• Recommend and implement strategies addressing performance risks, capability gaps, and emerging opportunities
• Evaluate program impact, ROI, and continuously improve enablement efforts
• Report to the Senior Director, North American Partner Continuing Education Programs

Director – North American Sales Performance, Field Enablement

• Educate and support customers requesting policy cancellation through inbound calls and email
• Manage high call volumes while balancing empathy, efficiency, and productivity
• Investigate customer concerns and take solution-oriented action to support retention
• De-escalate challenging situations with empathy and professionalism
• Educate pet parents on the lifetime value of Trupanion coverage
• Build authentic connections by tailoring communication to individual customer needs
• Adapt to evolving responsibilities, processes, and workflows
• Navigate multiple systems and tools to deliver an efficient member experience
• Prioritize and manage time effectively in a fast-paced contact center
• Document customer interactions and maintain detailed CRM records
• Independently troubleshoot common technical issues and adapt to new tools or system updates
• Identify alternate ways to continue work while awaiting IT support
• Meet or exceed productivity and quality targets while adhering to 90% of scheduled shifts
• Participate in on-camera video calls to collaborate and contribute to the remote culture