Customer Retention Specialist

2 weeks ago


Toronto, Ontario, Canada Peninsula Canada Full time

The Client Retention Specialist role at Bright HR is a critical position that plays a key part in driving revenue growth and fostering long-term relationships with existing clients.

Key Responsibilities
  • Meet and exceed all quarterly growth targets, ensuring the retention of existing clients through exceptional service strategy.
  • Negotiate contract terms and conditions with clients, aligning with organizational objectives and client needs.
  • Collaborate with cross-functional teams to facilitate the retention, renegotiation, and renewal process.
  • Maintain accurate records of client interactions, negotiations, and outcomes in Salesforce.

In addition to these responsibilities, the successful candidate will be expected to:

  • Monitor contract expiration dates and proactively reach out to clients to initiate renewal discussions.
  • Act as a liaison between clients and internal teams, ensuring that all retention efforts deliver exceptional value to Bright HR clients.
  • Identify opportunities to increase contract value by discussing additional products and services focused on the needs of small businesses.
  • Work with the finance and credit control departments to retain clients experiencing financial hardship.
  • Generate new business opportunities via referrals from the existing client base or networking.
  • Maintain and improve client sentiment and online reputation through consistent delivery of high-quality service.
  • Take ownership of product knowledge, becoming an expert in all things Bright.
Requirements
  • Proven experience in a client-facing role, with a focus on retaining clients through negotiation in a B2B environment.
  • Strong communication skills, with the ability to build rapport with clients and influence outcomes.
  • Excellent problem-solving abilities, with a proactive approach to addressing client concerns and challenges.
  • Detail-oriented with strong organizational skills.
  • Experience with Salesforce is an asset.
  • Ability to thrive in a fast-paced, dynamic environment.

Bright HR offers a competitive salary range of $50,000 - $55,000 per year, depending on experience. Benefits include a downtown location, vacation days, benefits, pension plan, access to employee assistance programs, and a registered retirement savings plan matching program.



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