Customer Retention

3 months ago


Montréal QC, Canada Equisoft Full time

**Customer Retention & Sales Specialist**

**What is Equisoft?** Equisoft is a global provider of digital solutions for insurance and investment, recognized by over 250 of the world's leading financial institutions. We offer a comprehensive ecosystem of scalable solutions that help our customers meet all the challenges brought about by this era of digital transformation, thanks to our business needs-driven approach, industry knowledge, cutting-edge technologies and experts. With its business-driven approach, in-depth industry knowledge, cutting-edge technologies and multicultural team of experts based in North America, the Caribbean, Latin America, Europe, Africa, Asia and Australia, Equisoft helps its customers meet the challenges of this era of digital transformation.

**Why Choose Equisoft?** With 950+ employees, we are a stable organization that offers career advancement and fosters a stimulant environment. If that’s not enough, then check out these other perks below:

- Hiring Location: Canada (Montreal or Quebec City)
- You are welcome to work in our office, hybrid or remote
- Internal job title: Customer Success Specialist
- Full-time Permanent Role
- Benefits available day 1: Medical, Dental, Retirement Plan, Telemedicine Program, Employee Assistance Program, etc
- Flexible hours
- Number of hours per week: 40
- Educational Support (LinkedIn Learning, LOMA Courses and Equisoft University)

**Your Day with Equisoft**:

- Develop a trusted advisor relationship with customers to ensure the full potential of our platform and tools.
- Act as the escalation point of contact for customers who are at risk of cancelling their services
- Work with customers and internal cross-functional teams to develop the account strategy that best suites the customers’ needs and goals.
- Compile and present detailed reports on customer behavior and retention metrics for strategic planning.
- Sells and services existing subscriptions including new sales, renewal retention, changes, claims, cancellations and reinstatements
- Provide customized software training for financial advisors via online conferencing video and recorded webinars
- Independently engage in effective communication with customers and sales representatives.
- Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
- Meets retention goals set by Company/department

**Requirements**:

- Bachelor's Degree or DEC in business administration or sales
- Minimum of 3 year’s experience in a similar role
- Proven track record of success in developing and executing customer retention strategies, driving measurable results.
- Excellent telephone manner, customer service skills, active listening skills, verbal, and written communication skills.
- The ability to multi-task using multiple screens and systems while talking on the phone with customers.
- Ability to resolve conflict and diffuse tension.
- Strong sense of organization and prioritizing
- Highly reliable with the ability to maintain regular attendance and punctuality
- Team spirit, tact, diplomacy, autonomy, rigor, and discipline
- Excellent knowledge of French & English (spoken and written)

**Nice to Haves**:

- Personal finance knowledge
- Knowledge of Zendesk and Hubspot

Equisoft is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.



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