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Customer Retention Specialist

2 months ago

Montreal, Quebec, Canada EquiSoft inc. Full time
About Equisoft

Equisoft is a global provider of digital solutions for insurance and investment, recognized by over 250 of the world's leading financial institutions. Our comprehensive ecosystem of scalable solutions helps our customers meet the challenges of digital transformation.

Job Title: Customer Retention & Sales Specialist

This role reports to the Manager, Customer Success and is part of a team of specialists working closely with onboarding, training, and support agents. The candidate will deal directly with insurance and investment advisors and their assistants to understand their issues, improve our products or services, and retain their business.

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 at risk of cancelling their services.
  • Work with customers and internal cross-functional teams to develop account strategies that best suit customers' needs and goals.
  • Compile and present detailed reports on customer behavior and retention metrics for strategic planning.
  • Sell and service 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.
  • Engage in effective communication with customers and sales representatives.
  • Review the customer journey, identifying how it's supported, and take a consultative approach to help clients overcome issues and achieve goals.
  • Meet retention goals set by the Company/department.
Requirements
  • Bachelor's Degree or DEC in business administration or sales.
  • Minimum of 3 years' 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.