Partners Retention Specialist

About the role

We are hiring a Partners Retention Specialist to our Partner Experience (PEx) team in Madrid ! This role is to join the newly formed Partners Retention & Growth unit, a specialized team designed to operate globally. The team's core focus is on driving partner retention, elevating the overall partner experience and ensuring the financial sustainability of deals by controlling price inflation and incorporating value-generating commercial levers (such as FVF and Success Fees). As a PRG Analyst, you will manage the inbound cases related to retention and standard negotiations for eligible, global pool-based partners (Tiers 5-7). You will ensure partners are responded to with agility and receive dedicated, end-to-end management for their contract-related requests, primarily through standardized commercial negotiations within pre-approved guardrails.

Responsibilities

• Own the Negotiation Cycle (End-to-End): Drive inbound transactional negotiations such as plan changes, price reviews, and retention efforts for eligible partners (Tiers 5-7).
• Ensure Compliance and Control: Establish and ensure strict adherence to commercial policies and guardrails during all transactions to protect the business as the network scales globally.
• Generate Value and Margin: 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.
• Improve Partner Experience: 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.
• Drive Process Efficiency: 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.
• Support Scalability: Contribute to documenting standardized processes and guardrails, as a foundational for AI support.
• Live the mission: 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

• A Passionate Negotiator: Have expertise in customer service or partner support, with a highly desired experience in doing standard negotiation or sales.
• A Process-Oriented Executor: Be able to adhere to and execute defined, standardized commercial processes and guardrails (e.g., using the VM calculator).
• An Efficiency Driver: Possess the eagerness to embrace Continuous Improvement and operate with a lean staffing mindset, leveraging technology like Salesforce and Zendesk to reduce AHT.
• A Collaborative Team Player: 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.
• A Results-Oriented Analyst: 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.
• Advanced English and Spanish are mandatory; other languages (Italian, German) will be considered a plus.
• WHAT WE OFFER YOU
• With thoughtful benefits, emotional wellbeing resources, and a culture that empowers you to take ownership of your role and your wellbeing, we create an environment where you can thrive in all dimensions of your life. Our benefits include:
• WELLHUB: Free Gold membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental we

Benefits

Additional Information

Your wellbeing, our mission. Join a company shaping a healthier world. GET TO KNOW US At Wellhub we're revolutionizing workplace wellness. Our platform connects employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleep-all in one simple subscription. Headquartered in NYC with team members in Europe, North America and South America, we're on a mission to make every company a wellness company.We believe work should be fulfilling, inspiring, and balanced. Here, you'll find a team that values wellbeing, collaboration, and different perspectives, where passion and creativity push boundaries to create real impact. Your contributions will help shape a healthier, more balanced world for you and millions of people globally. Join us in redefining the future of wellbeing!

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