Client Retention Specialist

As the Retention Specialist plays a key role in driving growth by ensuring the satisfaction and loyalty of our existing clients through a superior service strategy.

This position involves identifying clients with additional needs and successfully closing upsell and new business opportunities.

You will manage the retention, renegotiation, and renewal of contracts, with a focus on enhancing the customer experience to boost revenue and cultivate long-term relationships.

You will be working in the heart of Downtown Toronto, off of King Station on a full-time basis!

2+ years of sales experience and client retention experience is a strong asset!

This is a base salary + commission opportunity.

Key Responsibilities :

• Achieve and surpass quarterly growth targets and individual KPIs.
• Engage with clients to understand their needs, concerns, and objectives regarding contract renewals.
• Negotiate contract terms and conditions to align client needs with organizational goals.
• Collaborate with sales, account management, and legal teams to streamline the retention, renegotiation, and renewal processes.
• Maintain accurate records of client interactions, negotiations, and outcomes in Salesforce.
• Proactively monitor contract expiration dates and initiate renewal discussions with clients.
• Serve as a liaison between clients and internal teams, ensuring retention efforts deliver exceptional value to clients.
• Identify opportunities to enhance contract value by discussing additional products and services tailored to small businesses.
• Work with finance and credit control to retain clients facing financial challenges.
• Generate new business opportunities through referrals and networking within the existing client base.
• Enhance client sentiment and online reputation by consistently delivering exceptional service.
• Stay informed and knowledgeable about all my client’s products.

Qualifications :

• Proven experience in a client-facing role focused on retention through negotiation in a B2B setting.
• Strong communication skills with the ability to build rapport and influence outcomes.
• Excellent problem-solving skills with a proactive approach to addressing client challenges.
• Detail-oriented with strong organizational abilities.
• Familiarity with Salesforce is a plus.
• Ability to excel in a fast-paced, dynamic environment.
• Experience working in SaaS

Perks and Benefits :

• Three weeks of vacation, with additional vacation days increasing after two and five years of service
• Birthday day off
• RRSP matching program
• Enhanced health and dental benefits

If you are ready to take on this dynamic role and contribute to our success, apply now and be part of a team that values innovation and excellence!