Client Relationship, Retention Specialist

This is a fully remote position, open to applicants in Canada, +2 more countries.

📋 Description

• Assume responsibility for customer cases that are at risk due to dissatisfaction, disengagement, cancellations, refund requests, or loss of trust.

• Promptly reach out to assigned customers via telephone, utilizing SMS and email when suitable.

• Analyze the customer’s entire journey prior to making contact to grasp the history, context, and potential issues.

• Engage with customers directly over the phone to quickly build rapport, even in emotionally charged situations.

• Identify practical, technical, delivery, expectation, or mindset obstacles and uncover the underlying causes of issues.

• Address relevant issues directly and organize additional support as needed.

• Facilitate composed and confident resolution conversations while de-escalating tensions.

• Distinguish between immediate complaints and fundamental issues to determine the most suitable way forward.

• Assist customers in reassessing unproductive conclusions while acknowledging valid concerns.

• Reconnect customers with their initial objectives and help create a clear recovery plan along with next steps.

• Clarify misunderstandings respectfully and accurately without becoming defensive or argumentative.

• Employ effective conversational influence and judgment to help restore customer confidence without exerting pressure or making unwarranted promises.

• Make informed judgment calls while balancing customer experience, commercial factors, and the specifics of each situation.

• Collaborate with Onboarding, Tech, Delivery, Sales, Finance, and other teams when further action is necessary.

• Maintain ownership of the customer relationship while internal processes are underway, rather than merely transferring the customer among departments.

• Utilize approved support options or concessions when warranted and justified.

• Elevate persistent refund requests or complex cases through the designated process.

• Keep customers updated while outstanding issues are being resolved.

• Maintain detailed and accurate records of conversations, decisions, commitments, actions, and outcomes.

• Identify recurring reasons for disengagement, dissatisfaction, and refunds, and suggest practical enhancements to avert them in the future.

⛳️ Requirements

• Prior experience in roles related to consultative or high-ticket sales/closing, Customer Retention, Customer Success, Account Management, Escalations, Complaints, Dispute Resolution, Service Recovery, or other similarly client-facing positions.

• Exceptional conversational influence and call management skills, with the confidence to guide a customer towards a productive next step.

• Strong ability to establish rapport with customers who are frustrated, disappointed, unsure, or skeptical.

• Comfortable managing challenging and emotionally charged discussions.

• Capable of active listening while confidently challenging unhelpful conclusions when necessary.

• Able to discern genuine customer or company-side issues instead of viewing all concerns as mindset problems.

• Persuasive without resorting to pressure, manipulation, or unsupported commitments.

• Strong investigative and problem-solving abilities, with a focus on identifying root causes rather than merely addressing surface issues.

• Comfortable troubleshooting practical problems and collaborating with other teams when additional expertise is sought.

• Good commercial judgment and an understanding of customer value, retention, and financial implications.

• Strong organizational skills, attention to detail, and proficiency in written documentation.

• Comfortable taking personal ownership of customer issues and driving them towards resolution across multiple teams.

• Capable of managing multiple complex customer cases and priorities simultaneously.

• High level of integrity and sound judgment when determining the appropriate next steps.

• Reliable, resilient, coachable, and willing to review calls and feedback for continuous improvement.

🏝️ Benefits

• Full-time opportunity.

• Independent Contractor Agreement.

• Additional monthly performance incentives based on results.

• Fully remote position.

• Opportunity for growth into broader Client Operations, Customer Success, senior, or team-lead responsibilities.