Retention Lead

Retention Lead

Application Deadline: 6 September 2024

Department: Customer Service

Employment Type: Full Time

Location: Canada - Remote

Compensation: $65,000 - $80,000 / year

Description

Who We are:

At Wagepoint, we’re good people. Sure, maybe we’re biased. But that’s only because Wagepointers bring the best versions of ourselves to do some of the best work in our careers.

We’re an authentic team who bring our diverse backgrounds, ideas, experiences and cultures together to make payroll magic. Speaking of, we “pull rabbits out of hats” for 26,000 small business owners across the US and Canada who rely on our payroll software to pay their employees and process their taxes. And we’re just getting started.

We’re growing and looking for more awesome people to join our merry band of misfits. We are looking for people who share our understanding that when it comes to our commitment to our customers: we mean business. Especially given that the consequences of getting payroll wrong can sometimes be dire.

If you are the kind of person who has always wanted to make a difference and be heard at work, Wagepoint will give you plenty of opportunity to do just that.

The role at a high level:

Your role as the Retention Lead will be to develop and execute customer retention strategies to foster loyalty and long-term relationships, monitor for churn signals, check in with our valued customers and partners, advocate on their behalf, identify opportunities to delight, and gather feedback about our experience and product so that we may continually improve. Data is key to this role. You will be leveraging our support ticket system to monitor CSAT, Satismeter, NPS scores, customer activity, customer feedback, and monthly customer check-in emails, to detect churn signals and prevent churn well before it is in motion. You will have the opportunity to interact with all parts of the organization, collaborate with cross-functional teams, including marketing, sales, and customer support, to align retention initiatives, and contribute to continually improving the customer experience and product while delighting our customers!

What you'll be expected to own:

• Identify At-Risk Customers: Monitor customer usage patterns and feedback to identify clients at risk of churning. Proactively reach out to address concerns and provide solutions.
• Develop Retention Strategies: Create and implement targeted retention campaigns and programs tailored to various customer segments.
• Customer Feedback Management: Collect and analyze customer feedback to identify trends and areas for improvement. Coordinate with product and support teams to address recurring issues.
• Customer Success Collaboration: Work closely with the customer success team to ensure a seamless and positive customer experience. Share insights and strategies to enhance customer engagement.
• Review Management: Monitor, manage, and respond to reviews (positive & negative) on review sites in a timely manner using Wagepoint’s friendly brand voice (e.g., Capterra, G2 Crowd, Trustpilot, social media).
• Delight Customers: Look for creative opportunities to delight our customers, ensuring they feel seen and heard when providing feedback.

What you'll be expected to Influence:

• Product Development Input: Provide valuable customer insights to the product development team to guide enhancements and new features.
• Marketing Campaign Effectiveness: Collaborate with the marketing team to tailor retention-focused communication and campaigns.
• Training and Support Improvements: Influence the training and support teams to develop resources that address common customer pain points and enhance user experience.
• Win-Back Campaigns: Liaise with marketing to identify opportunities for win-back campaigns targeting lost customers.

What you bring to the table:

Education & Experience:

• Minimum of 3-5  years of experience in customer success, customer support, or a related field.
• Familiarity with CRM tools and customer engagement platforms.
• A growth mindset with a focus on achieving measurable results.

Skills & Competencies:

• Customer Relationship Management: Proven ability to build and maintain strong relationships with customers, ensuring their needs are met.
• Analytical Skills: Strong analytical mindset with experience in data analysis to drive informed decision-making.
• Communication Skills: Excellent verbal and written communication skills to effectively engage with customers and internal teams.
• Problem-Solving Abilities: Ability to identify issues and develop effective solutions to enhance customer satisfaction.
• Strategic Thinking: Experience in developing and implementing effective retention strategies that align with business goals.
• Project Management: Strong organizational skills to manage multiple projects and initiatives simultaneously.
• Customer Service Orientation: A commitment to providing exceptional service and support to customers.
• Adaptability: Ability to adjust strategies based on changing market conditions and customer feedback.

Attributes:

• Proactive in identifying and addressing churn signals.
• Empathetic and customer-focused.
• Detail-oriented with thorough follow-up.
• Adaptable to a fast-paced environment.
• Creative in delighting customers.
• Strategic thinker focused on long-term satisfaction.
• Collaborative and values cross-departmental input.

What we bring to the table:

• Impact: Roll up your sleeves and directly contribute to the growth and success of Wagepoint by shaping our workforce.
• Culture: The opportunity to work with the world’s friendliest team, solving interesting problems together with an endless amount of laughter (We work hard, but we always have time for a bad joke or two).
• Growth: Opportunities for professional development and career advancement - we are always, always learning with a growth oriented mindset.
• Innovation: Work in an environment that encourages creativity and new ideas.
• Remote: The ability to work from home, forever! Wagepoint is a remote company, so you don’t have to worry about commuting to an office. Plus, more time with your pets is always a bonus!

Ready to embark on an exciting journey with us? Apply now and help us build the future of Wagepoint!

Next Steps:
If all the above feels right and proper, please don’t feel like you need to send us an uninspired cover letter. Just send us your updated resume and perhaps a few lines on what excites you about the job - we really want to get to know who you are, not just about how we can work together.  If we believe you’re a good match, someone from our team will reach out to schedule a call.

Psssst!
Wagepoint is an equal opportunity employer. We welcome and appreciate all applicants with diverse backgrounds, races, religions, genders, identities, ages, experiences (the list goes on!). We are committed to making not only our workplace safe and inclusive for everyone, but also ensuring our recruitment process reflects that. We are a remote company, so there's no need to travel to an office for an interview, but if you require any special accommodation during our recruitment process, please let us know. We are more than happy to assist! Apply