Loyalty Associate

2 weeks ago


Vancouver, Canada Readymode Full time

ReadyMode is an enterprise-grade, cloud-based, all-in-one sales engagement platform for high-volume teams. We intelligently connect sales reps with more leads in less time, maximizing productivity.

We are on a mission to “transform the way businesses communicate with their customers.” At ReadyMode, we live and breathe our Core Values, the 4 E’s - Empathy, Empowerment, Engagement and Excellence. We embody these at all times, whether that relates to our clients or teammates. ReadyMode is the place to be if you like to win and value a collaborative environment that will foster your growth.

**Customer Success Associate - Loyalty**

ReadyMode is looking to add a Customer Success Associate - Loyalty to our Customer Success team. While our team of CSMs is proactively engaging with our customers and helping them get the most out of their investment with ReadyMode, you’ll be on the phone, as the first line of contact, with customers requesting to cancel. You’ll use your powers of persuasion and negotiation to retain them, and you get to the bottom of why they wanted to cancel. When churn does occur, you’ll determine why and be the source of truth on churn reasons.

**What you’ll do**:

- Maximize retention of cancelling customers by providing recommendations, special offers and alternatives Own the collection and warehousing of “churn narratives” - discovering the real reasons our customers are cancelling so we can work as a company to make ReadyMode better
- Collaborate with the internal departments to share insights and drive better customer outcomes
- Participate in special projects as needed

**Who you are**:

- Relentlessly curious - you’ll ask “why?” until you get to the heart of the issue
- Excellent written and verbal communication skills
- Strong interpersonal & relationship building skills
- Excellent customer service and problem-solving skills
- Confident negotiating with clients to obtain satisfaction for both ReadyMode & the customer
- Ability to learn and share information with others
- Comfortable working independently with mínimal supervision in a fast-paced environment, while effectively managing multiple tasks

**What you’ve done**:

- 2+ years of experience talking to customers who are looking to cancel
- proven track record of successfully retaining them or figuring out the reasons they’re leaving (this isn’t your first rodeo)
- You’ve worked with CRMs (like Salesforce or Hubspot) before
- You’ve worked with the google office suite (docs, sheets, slides, etc.) before
- bachelor’s degree in a related field (communications, marketing, etc.) or an equivalent combination of education and experience

**The Perks and Benefits**
- Extended time off
- Flexible schedule
- Group RRSP matching
- A full health benefits package starting right away
- Annual education and training grant
- Annual allocation to upgrade your personal workspace
- Flexible location: hybrid mode between the office and anywhere.


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