Customer Solutions Account Manager (Retention & Loyalty)

Peninsula is the global leader in HR and Health & Safety consultancy and software, supporting over 140,000 businesses worldwide. With more than 40 years of experience and offices across Canada, the UK, Australia, and New Zealand, we help business owners stay compliant, protect their people, and grow with confidence.

In Canada, our growth has been nothing short of exceptional. In just 8 years, Peninsula Canada has become the leading provider of HR & OHS solutions, now supporting over 6,500 Canadian businesses nationwide. We are also proud to be Great Place To Work® Certified, reflecting our commitment to our people, culture, and career development.

The Role

As a Customer Solutions Account Manager, you will play a critical role in protecting and strengthening client relationships. You will be the primary point of contact for clients who may be at risk of leaving, focusing on retention, loyalty, and long-term satisfaction.

This role is ideal for someone who excels at problem-solving, communication, and de-escalation, and who takes pride in delivering exceptional client experiences. Your ability to understand concerns, manage objections, and provide effective, retention-focused solutions will be key to your success. This is an office based position. This is an existing vacancy.

What You’ll Be Doing

• Deliver a consistent, high-quality client experience with a strong focus on loyalty and retention
• Act as the primary point of resolution for client concerns, objections, and retention-related inquiries
• Manage client communications (verbal and written) in line with established complaints and retention procedures
• Conduct proactive and reactive follow-up calls to gather feedback, reinforce value, and improve satisfaction
• Collaborate with internal teams to thoroughly investigate issues and deliver retention-focused outcomes
• Resolve client matters efficiently while maintaining a long-term relationship mindset
• Escalate compliance-related matters to the Compliance team when required
• Identify cases requiring escalation to Collections and ensure a smooth handover
• Maintain professionalism, empathy, and courtesy in all client interactions

This role may evolve over time, and additional responsibilities may be assigned to support business and departmental objectives.

What You Bring to the Team

• Exceptional communication skills, both written and verbal
• Strong attention to detail and the ability to thrive in a fast-paced environment
• Ability to work independently while also contributing effectively to a team
• Proficiency with Microsoft Office (Excel reporting skills required) and Salesforce
• A proactive, solution-oriented mindset with the ability to handle pressure confidently

Education & Experience

• Minimum 2 years of experience in a client retention or client satisfaction role
• Proven experience in client services, negotiations, and escalation management
• Telecommunications retention experience is strongly preferred
• Previous Salesforce experience is considered an asset
• Monday to Friday role; shifts vary based on business needs (typically between 8:30am and 8:30pm)

What’s in It for You

• Base salary: $55,000 – $60,000 per year
• 15 days paid vacation + statutory holidays
• Extra day off for your birthday
• Clear career development and progression plan
• Employee Assistance Program (EAP)
• RRSP matching program
• Supportive leadership team
• A collaborative, inclusive, and Great Place To Work® Certified culture

Ready to Take the Next Step?

If you’re ambitious, competitive, and ready to build a highly rewarding sales career with a global market leader, we want to hear from you.

Apply now and become part of Peninsula Canada’s exciting growth journey.

Peninsula Canada is committed to creating an inclusive and accessible workplace. We welcome applications from all qualified individuals and will provide reasonable accommodations throughout the recruitment and selection process. If you require accommodation at any stage of the application process, please let us know and we will work with you to meet your needs.

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