Client Retention Specialist

BrightHR Client Retention Specialist

Company: BrightHR Limited.

Job Title: Bright Client Retention Specialist

Department: Service

Location: Toronto, ON

Salary: $50,000 - $55,000

This is an on-site position.

About Us

At Bright, we're passionate about empowering business owners with the tools and resources they need to succeed. Through our user-friendly BrightHR software and practical advice, we help business owners efficiently manage their teams and operations. We're committed to keeping our services affordable and accessible, championing the journey of small business owners towards a brighter future. 

The Role of Client Care Specialist

The retention specialist is responsible for supporting growth by retaining existing clients through out super service strategy, identifying clients who have additional needs and closing both upsell and new business leads successfully. This role involves managing the retention, renegotiation, and renewal process for existing contracts and agreements. Your focus will be to optimize the customer experience to drive revenue growth and foster long-term relationships. 

Day-to-Day Duties and Responsibilities 

• Meet and exceed all quarterly growth targets.
  
• Meet and exceed all individual KPIs.
• Engage with clients to understand their needs, concerns, and objectives related to contract renewal.
• negotiate contract terms and conditions with clients, ensuring alignment with organizational objectives and client needs.
• Collaborate with cross-functional teams, including sales, account management, and legal, to facilitate the retention, renegotiation, and renewal process.
• Maintain accurate records of client interactions, negotiations, and outcomes in Salesforce.
• Monitor contract expiration dates and [proactively reach out to clients to initiate renewal discussions.
• Act as a liaison between clients and internal teams to ensure that all retention efforts deliver exceptional values to BrightHR clients.
• Identify opportunities to increase contract value by discussing additional products and services, focusing on the needs of small businesses.
• Work with the finance and credit control departments to retain clients experiencing financial hardship.
• Generate new business opportunities via referrals from existing client base or networking
• Maintain and improve client sentiment and online reputation by always providing super service.
• Take ownership of own product knowledge ensuring you are an expert in all things Bright.

What you Bring to the Team

• Proven experience in a client-facing role, with a focus on retaining clients through negotiation in a B2B environment.
• Strong communication skills, with the ability to build rapport with clients and influence outcomes.
• Excellent problem-solving abilities, with a proactive approach to addressing client concerns and challenges.
• Detail-oriented with strong organizational skills.
• Experience with Salesforce is an asset.
• Ability to thrive in a fast-paced, dynamic environment.

Company Benefits

• Day off on your birthday 
• Vacation Days increase after 2 years of service
• Downtown Location
• Benefits and Pension Plan available. 
• Access to Employee Assistance Programs 
• We offer a Registered Reitrement Savings Plan (RRSP) Matching Program

Why join BrightHR?

Our vision is to build better businesses starting with our own. Here at BrightHR, what you will come to learn is that we practice what we preach. 
 
Become a part of our exciting journey. Apply now! 

BrightHR is committed to an inclusive, equitable and accessible workplace where all employees are valued. Accommodations are available upon request for candidates participating in our selection process.