Client Retention Specialist
4 weeks ago
Job Title: Client Retention Specialist
About the Role:
We are seeking a highly skilled Client Retention Specialist to join our team at Peninsula Canada. As a Client Retention Specialist, you will be responsible for supporting growth by retaining existing clients through our super service strategy, identifying clients who have additional needs, and closing both upsell and new business leads successfully.
Key Responsibilities:
- Meet and exceed all quarterly growth targets.
- Meet and exceed all individual KPIs.
- Engage with clients to understand their needs, concerns, and objectives related to contract renewal.
- Negotiate contract terms and conditions with clients, ensuring alignment with organizational objectives and client needs.
- Collaborate with cross-functional teams, including sales, account management, and legal, to facilitate the retention, renegotiation, and renewal process.
- Maintain accurate records of client interactions, negotiations, and outcomes in Salesforce.
- Monitor contract expiration dates and proactively reach out to clients to initiate renewal discussions.
- Act as a liaison between clients and internal teams to ensure that all retention efforts deliver exceptional value to Peninsula Canada clients.
- Identify opportunities to increase contract value by discussing additional products and services, focusing 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 existing client base or networking.
- Maintain and improve client sentiment and online reputation by always providing super service.
- Take ownership of own product knowledge, ensuring you are an expert in all things Peninsula Canada.
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.
Why Work with Us:
At Peninsula Canada, we are passionate about empowering business owners with the tools and resources they need to succeed. Through our user-friendly software and practical advice, we help business owners efficiently manage their teams and operations. We are committed to keeping our services affordable and accessible, championing the journey of small business owners towards a brighter future.
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