Customer Loyalty and Growth Associate

About Us

What we are looking for:

To support our mission, we are looking for a highly motivated Customer Loyalty and Growth Associate to join our Customer Experience department. In this pivotal role, you will play a key part in managing the long-tail segment of our customer base, which accounts for nearly 50% of the company’s revenue. The ideal candidate thrives in fast-paced environments, is an excellent communicator, and excels at managing multiple tasks simultaneously. Additional responsibilities included below. 

• Manage the renewal process for assigned customers within the 90-day renewal window, ensuring seamless continuation of services 
• Use automation tools to reach a large volume of clients while also still using personalized communication to engage prospects effectively to maintain a human touch 
• Manage a high volume of inbound and outbound calls with a focus on addressing client inquiries, resolving issues, and providing product/service information 
• Identify opportunities to sell additional features and connections (upsells) to existing customers, enhancing their experience and our revenue 
• Focus on upgrading customers from legacy licenses to our current offerings, ensuring they benefit from the latest features and services 
• Streamline customer management by consolidating multiple individual licenses into a single, manageable license when opportunities arise 
• Aim to reduce customer churn and increase retention, employing strategies that contribute to the overall goal of the Customer Loyalty and Growth team 
• In cases where customers decide to churn at the end of their renewal period, gather detailed feedback to understand their reasons and inform future retention strategies 

Basic Qualifications:

• Sense of urgency 
• Proficient knowledge of business administration, negotiation, and retention skills 
• Experience in a face paced role with ability to build relationships quickly 
• Excellent written and verbal communication skills in English are mandatory, any other languages like French are highly preferred. 
• Experience working under quotas and KPI’s 
• Ability to be in office weekly (at least twice) 

What we offer:

• Centrally located office in Tampa
• Normal working hours (8-5) with the option of remote work
• 15 vacation days/year in a full-time position with floating holidays & sick days 
• Free drinks, snacks, and weekly catered team lunches
• Personal and professional development potentialities and room for creative ideas
• Be part of a fast-growing international company with a lot of opportunities for advancement 

Are you ready for exciting tasks in an agile work environment with a both professional and collegial atmosphere? Apply now! Your contact person is Emma Hall, People and Culture Manager.