As the Retention Specialist plays a key role in driving growth by ensuring the satisfaction and loyalty of our existing clients through a superior service strategy.
This position involves identifying clients with additional needs and successfully closing upsell and new business opportunities.
You will manage the retention, renegotiation, and renewal of contracts, with a focus on enhancing the customer experience to boost revenue and cultivate long-term relationships.
You will be working in the heart of Downtown Toronto, off of King Station on a full-time basis!
2+ years of sales experience and client retention experience is a strong asset!
This is a base salary + commission opportunity.
Key Responsibilities :
- Achieve and surpass quarterly growth targets and individual KPIs.
- Engage with clients to understand their needs, concerns, and objectives regarding contract renewals.
- Negotiate contract terms and conditions to align client needs with organizational goals.
- Collaborate with sales, account management, and legal teams to streamline the retention, renegotiation, and renewal processes.
- Maintain accurate records of client interactions, negotiations, and outcomes in Salesforce.
- Proactively monitor contract expiration dates and initiate renewal discussions with clients.
- Serve as a liaison between clients and internal teams, ensuring retention efforts deliver exceptional value to clients.
- Identify opportunities to enhance contract value by discussing additional products and services tailored to small businesses.
- Work with finance and credit control to retain clients facing financial challenges.
- Generate new business opportunities through referrals and networking within the existing client base.
- Enhance client sentiment and online reputation by consistently delivering exceptional service.
- Stay informed and knowledgeable about all my client’s products.
Qualifications :
- Proven experience in a client-facing role focused on retention through negotiation in a B2B setting.
- Strong communication skills with the ability to build rapport and influence outcomes.
- Excellent problem-solving skills with a proactive approach to addressing client challenges.
- Detail-oriented with strong organizational abilities.
- Familiarity with Salesforce is a plus.
- Ability to excel in a fast-paced, dynamic environment.
- Experience working in SaaS
Perks and Benefits :
- Three weeks of vacation, with additional vacation days increasing after two and five years of service
- Birthday day off
- RRSP matching program
- Enhanced health and dental benefits
If you are ready to take on this dynamic role and contribute to our success, apply now and be part of a team that values innovation and excellence!
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