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Retention Specialist
2 weeks ago
**About the Role**:
We’re looking for a proactive, people-oriented **Retention Specialist** to join our team. Your main goal? Keep our customers happy, engaged, and loyal. You’ll be the voice of the customer, diving into feedback, solving pain points, and driving long-term satisfaction.
**Key Responsibilities**:
- Build relationships with at-risk or disengaged customers to understand concerns and work toward resolution.- Monitor customer health metrics and usage patterns to proactively address churn risk.- Collaborate with Sales, Customer Support, and Product teams to improve the customer experience.- Educate customers on features, benefits, and value of the service to increase adoption and satisfaction.- Handle subscription renewals, contract questions, or cancellation requests, and present tailored solutions or retention offers.- Track and analyze retention rates, customer feedback, and recurring pain points.- Help develop retention strategies and loyalty programs.- Maintain accurate records of customer interactions using CRM tools.- Proactively **call chain restaurant clients** after installations, service calls, or escalated support issues to ensure satisfaction and adoption.**Go onsite** to visit key clients when needed—especially when face-to-face troubleshooting, training, or relationship building is required.- Monitor and review **support and development tickets** to identify clients with outstanding issues or blockers.- Regularly **touch base with clients** who have open tickets or have expressed dissatisfaction.- Collaborate closely with Support, Installations, and Development teams to follow up on client concerns or feature requests.- Keep detailed records of customer feedback and interactions in the CRM (Zoho).- Identify red flags in client engagement or satisfaction and escalate as needed to prevent churn.
- Work with the team to implement loyalty initiatives or retention offers for high-risk accounts.
**Qualifications**:
- 1-3 years of experience in customer service, account management, or a related field.- Strong communication, persuasion, and problem-solving skills.- Ability to stay calm under pressure and think creatively.- Experience using CRM systems (e.g., Zoho, Salesforce, HubSpot).- Comfortable working with KPIs and customer data to drive decisions.- Bilingualism English and French- Valid driver's license (you will occasionally need to go onsite to meet clients)- Experience in the hospitality industry
- Knowledge of POS systems
**What You Bring**:
- You’re empathetic and solution-driven.- You can balance business goals with customer needs.
- You’re organized, goal-oriented, and love turning a “maybe” into a “yes.”
**What We offer**:
- **Great company culture**:
- Opportunities for growth
- **Comprehensive benefits package**:
- **Comptitve salary**:
- **Company events**:
Mon-Fri 9-5
37.5/week
