Customer Retention Executive improving client relationships and reducing churn for small business accounting services. Engage with clients, analyse usage patterns, and collaborate with internal teams for effective solutions.
About the role
- Retention Manager leading operations for the renewals team in ensuring client retention. Focusing on coaching and development while supporting strategic business objectives in Montreal.
Responsibilities
- Oversee the daily operations of the Renewals and Collections team, ensuring balanced workloads, adherence to internal controls, and alignment with established processes (contact cadence and escalation protocols)
- Approve time-off requests while ensuring adequate team coverage and maintaining service levels
- Support agents in resolving escalated collection cases and provide guidance on resolution strategies
- Schedule and lead regular team meetings to discuss updates, challenges, and priorities
- Conduct regular one-on-one meetings to evaluate performance against individual and team KPIs, set goals, and provide constructive feedback
- Implement personalized coaching and development plans to address areas for improvement
- Foster a culture of continuous learning by offering skill development and career progression opportunities
- Identify and develop high-potential talent and future leaders within the team
- Collaborate with the Vice President, Retention and Inside Sales to align team objectives with overall company goals
- Support the implementation of initiatives aimed at increasing customer retention and revenue growth
- Produce and analyze retention and collections reports, and provide KPI updates to the Vice President
- Serve as the primary communication link between the Renewals team and senior management
- Ensure updates, changes, and announcements are communicated clearly and understood by all
- Promote a culture of transparency, trust, and collaboration within the team
Requirements
- Proven experience in a leadership or team management role, with responsibility for 10 to 15 direct reports (ideally in a retention and/or collections environment)
- Demonstrated ability to coach, mentor, and develop team members
- Analytical mindset with the ability to interpret performance metrics and implement improvements
- Excellent interpersonal and communication skills to build effective internal and external relationships
- Proficiency with Microsoft Office suite (Word, Excel, PowerPoint, Outlook) and familiarity with CRM tools (Salesforce, Dynamics)
- Self-starter with the ability to thrive in a fast-paced operational environment
- Desirable: experience with and knowledge of technology solutions
- Knowledge of value-creation techniques and objection-handling methods
- Financial and commercial acumen to support retention strategy
Benefits
- Integrated mental health and wellness support
- Vacation starting at 3 weeks
- Well-being days and an annual community giving day – an additional opportunity to give back or take time for yourself
- Comprehensive medical and dental coverage
- Year-end company shutdown to allow you to rest and recharge
- LinkedIn Learning license for upskilling and development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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