Client Relationship & Retention Specialist
New
A
AI AcquisitionInformation & Software
Saskatoon, Saskatchewan, Canada. Orlando, Florida, United States. United KingdomFull-TimeMiddle
Salary$6,000–$8,000 USD monthly base, depending on experience
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Job Details
- Required Skills
- Problem SolvingCustomer SuccessAccount Management
Requirements
- Previous experience in consultative or high-ticket sales/closing, Customer Retention, Customer Success, Account Management, or similar high-touch client-facing roles.
- Strong conversational influence and call control skills, with the ability to confidently lead a customer toward a constructive next step.
- Strong ability to build rapport with frustrated, disappointed, uncertain, or skeptical customers.
- Comfortable leading difficult and emotionally charged conversations.
- Strong investigative and problem-solving skills with the ability to identify root causes.
- Good commercial judgment and an understanding of customer value, retention, and financial impact.
- Strong organisation, attention to detail, and written documentation skills.
- Comfortable taking personal ownership of a customer issue and driving it toward resolution across multiple teams.
- Able to manage multiple complex customer cases and priorities at the same time.
- Reliable, resilient, coachable, and willing to review calls and feedback.
Responsibilities
- Take ownership of at-risk customer cases involving dissatisfaction, disengagement, cancellation, refund concerns, or loss of confidence.
- Contact assigned customers quickly by telephone and use SMS and email when appropriate.
- Review the customer’s complete journey before making contact to understand the history, context, and potential issues.
- Speak directly with customers by phone and build trust quickly, even when emotions are high.
- Diagnose practical, technical, delivery, expectation, or mindset blockers and identify the true root cause of the issue.
- Troubleshoot appropriate issues directly and coordinate additional support when required.
- Lead calm, confident resolution and de-escalation conversations.
- Coordinate with Onboarding, Tech, Delivery, Sales, Finance, and other teams when additional action is required.
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