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Retention Specialist

2 months ago

Markham, Canada Accoravillage Full time

Great companies start with great people

Citron is a people first organization. Our strength comes from our teams of professionally-trained and Citron Certified Technicians. Citron Hygiene specializes in hygiene, sanitation, and disinfection services for washrooms and common areas that meet the needs of commercial establishments and property managers. We have created a fun, inclusive, collaborative, and team-oriented culture. All departments work together to achieve company goals, with camaraderie and respect. We value our internal talent and work hard to maintain an environment that provides opportunities for those who seek it out.

Role Profile

The Retention Specialist (RS) will be responsible for retention of accounts at risk or in need of additional care to reduce churn in maintaining our Book of Business. This role requires a proactive individual who can effectively address customer concerns, identify potential issues, and implement strategies to retain customers. The RS will manage and monitor reports generated through SFDC and proactively reach out to customers to renew their contracts or prepare them for a resign or upsell by either an Inside Account Manager, Business Development Manager, or Business Development Director (IAM/BDM/BDD). The RS will also interface with the Customer Success Team (CS) to work through account maintenance tasks related to retaining customers.

The RS will be responsible for updating customer Account Records in SFDC to reflect the status of accounts, notes of conversations, and general information. The RS will monitor and track reports generated to ensure that any potential risk is identified and actioned with the support of the Account Owner/IAM, BDD/BDM, and Management Team through regular “At Risk Calls.”

The RS will react to information from our Operations Team regarding sites that have closed or informed us of termination work and liaise with the Account Owner (CS, IAM, BDM, or BDD) and Finance Teams to keep our Customer Base active and support operational route planning accuracy.

Key Responsibilities:

  • Receive inbound cancellation calls/emails from customers either directly or forwarded from internal departments (primarily CS).
  • React and plan to retain customers through the Retention/Cancelation Reports and move them back into an Active state for additional growth and contract resigning.
  • Lead and engage with team members on the “At Risk Calls” to ensure a collective approach towards customer retention.
  • Exit contracts professionally for customers identified as not the right fit for Citron, upon leadership approval.
  • Work with the IAM, BDM, or BDD to re-sign existing Customers to new 3 year + contracts to protect the Book of Business (BoB).
  • Follow Citron policies for team members, including Commercial DOA, Pricing book, SFDC policies, Tender and bidding processes, and standard codes of Ethics and Health and Safety.
  • Conduct market research and maintain knowledge about the washroom and consumable markets, including competitor activity and new legislation, sharing insights with team members and sales leadership.
  • Investigate, analyze, and resolve customer satisfaction complaints and service issues from assigned accounts and manage cancellation applications in accordance with company processes and policies.
  • Achieve KPIs set to improve Citron's customer retention percentage and reduce customer loss/churn.
  • Other duties as assigned.

Qualifications:

  • Able to understand Sales related IT systems (Salesforce.com) and use them effectively to manage pipelines and sales activity.
  • Skilled in building and leveraging relationships over the phone.
  • Strong account management, communication, problem-solving, negotiation, and interpersonal skills.
  • Passionate about putting the customer first with a positive and friendly attitude.
  • Ability to empathize as well as take a directive approach when required to reach resolution.
  • Good organizational skills with a detailed and structured approach to work.
  • Ability to multi-task and be resilient in a high-pressure, fast-paced environment.
  • Good telephone manner and experience dealing with customer queries, demands, and complaints under pressure.
  • Demonstrates the ability to work in a matrix environment closely with Sales, operations, finance teams, health and safety, and compliance.
  • Industry-relevant sales experience is preferred but not essential.
  • Experience with customer retention processes is preferred but not essential.
  • Demonstrable track record of driving sales growth in a tele sales new business or territory management role.

The above statements are intended to describe the general nature and level of work performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities throughout the recruitment process and to perform the essential functions of this position.

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