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Hybrid Customer Retention Specialist
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**Position Overview**
**Key Responsibilities**:
**Customer Retention & Renewal Support**
- Manage the renewal process for unmanaged accounts: draft, communicate, and finalize renewal contracts.
- Support Account Managers with key data (usage stats, contracts, user counts) to streamline the renewal process for managed accounts.
- Monitor customer usage and proactively reach out to low-usage clients to provide support and uncover barriers to engagement.
- Conduct client satisfaction surveys and identify areas for improvement.
- Coordinate additional training sessions to maximize product usage
- Ensure accuracy and timeliness of all renewal documents.
- Maintain detailed and up-to-date records of renewals and communications in Salesforce.
**Billing & Collections**
- Collaborate with the Finance team to prepare and issue client invoices accurately and on time.
- Follow up with clients on outstanding invoices, ensuring timely collection of payments.
- Document all billing-related communications and status updates in Salesforce and billing platforms.
- Provide feedback to internal teams on recurring billing or collection issues to improve future processes.
**Qualifications**
- Fluency in French and English is required, both written and verbal.
- Experience in customer retention, renewals, sales support, or billing.
- Strong organizational skills with the ability to manage multiple renewals and billing tasks simultaneously.
- Excellent attention to detail and accuracy, especially in documentation and financial processes.
- Comfortable with hybrid work arrangements (remote and in-office).
- Familiarity with Salesforce and contract/invoicing tools is a plus.
- Ability to work independently while contributing to cross-functional teams.
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