Inside Sales & Customer Retention Specialist

Pay Range:

Compensation $60,000 USD Base Salary + Commission

The commission plan will reward successful sales performance, including new Caseload Manager sales and eligible expansion opportunities within the existing customer base.

We’re seeking an Inside Sales & Customer Retention Specialist to help strengthen relationships with existing Caseload Manager customers while growing our customer base.

About ODR.com

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. Our employees also participate in a comprehensive benefits program that includes medical, dental, orthodontia, vision coverage, student loan repayment, 401(k) retirement plan with substantial company match, discounted pet insurance, and generous paid-time-off benefits.

About Caseload Manager

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.

This is a dual-purpose role, 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. You’ll receive structured processes, tools, product training, and ongoing coaching while working closely with experienced sales, customer retention, product, and marketing leaders.

What You’ll Do

Customer Retention & Account Support — 50%

• 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.

Inside Sales & Business Development — 50%

• 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.

Sales & Marketing Collaboration

You’ll also partner with Sales and Marketing to improve customer retention campaigns, outbound prospecting, sales messaging, demonstrations, collateral, prospect lists, and market-specific use cases. Customer and prospect feedback will help shape how we communicate Caseload Manager’s value across mediation, ombuds, HR, legal, and other markets.

What Success Looks Like

Success in this role means building strong customer relationships while consistently creating and advancing sales opportunities. Key measures include customer engagement and renewals, identification of retention risks and expansion opportunities, outbound sales activity, qualified pipeline growth, product demonstrations, new sales bookings, disciplined CRM management, and continued development of product and sales expertise.

Who You Are

• 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.

If you’re looking to build your career at the intersection of customer relationships, consultative sales, and technology, we’d like to hear from you.

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.

Welcome

Thank you for your interest in a career with the American Arbitration Association. You can track your application status and complete any required tasks below.

About Us

The American Arbitration Association (AAA) and its global division, the International Centre for Dispute Resolution (ICDR), are global leaders in arbitration, mediation, and online dispute resolution. For over a century, we have helped resolve complex disputes with fairness, efficiency, and integrity — earning the trust of businesses, organizations, and individuals worldwide.

Today, we are transforming how disputes are resolved. As a digital-first, solutions-driven organization, we are integrating advanced technology, data, and AI-enabled tools to improve speed, accessibility, and the overall user experience.

Our culture is grounded in purpose, innovation, and continuous improvement. We are proud to be recognized as a best-in-class employer, offering meaningful careers where employees can grow, collaborate, and make a measurable impact. Our comprehensive benefits include health coverage, a 403(b) with strong employer contributions, student loan assistance, and generous paid time off — supporting both professional success and personal well-being.