Outbound Retention Representative

Key Responsibilities

• Initiate outbound calls to assigned renewal accounts and customers identified as at risk of churn.
• Prioritize outreach based on churn risk, contract expiration, and customer value.
• Build relationships with customers throughout their lifecycle to encourage renewal and satisfaction.
• Conduct needs assessments to understand customer concerns and reasons for potential cancellation.
• Present tailored solutions, offers, or add-on modules that address customer needs and increase value.
• Handle objections empathetically and work to resolve issues that may lead to churn.
• Identify and pursue upsell and cross-sell opportunities during retention conversations.
• Educate customers on additional Sage 50 products, modules, and services that can enhance their experience and business outcomes.
• Maintain accurate and up-to-date customer records in Salesforce CRM.
• Document all interactions, outcomes, and agreed-upon actions immediately after each call.
• Schedule and conduct follow-up calls as needed to ensure customer satisfaction and resolution.
• Work closely with internal teams (marketing, sales, customer success) to share insights and improve retention strategies.
• Participate in regular team meetings to review performance metrics, share best practices, and contribute feedback for product and service enhancements.
• Track and report daily call outcomes, retention rates, and reasons for unsuccessful retention attempts.
• Meet or exceed defined KPIs, including retention rate, upsell volume, and customer satisfaction scores.

Qualifications

• 1–3 years of experience in B2B sales, account management, or retention roles within SaaS or technology sectors.
• Proven ability to manage retention and upsell conversations with decision-makers.
• Strong communication skills (verbal and written), active listening, and objection handling.
• Experience using Salesforce CRM for pipeline management and documentation.
• Ability to work independently in a fast-paced, high-volume environment.
• Strong organizational skills, including prioritization and time management.

Plenty of Perks

• 100% paid premiums for health, dental, and vision coverage.
• RRSP contribution match (100% up to 4%).
• 35 days paid time off (11 paid holidays, 16 vacation days, 3 personal days, 5 sick days).
• 18 weeks of paid parental leave for birth, adoption, or surrogacy offered 1 year after the start date.
• 5 days paid yearly to volunteer (through Sage Foundation).
• $5,250 tuition reimbursement per calendar year starting 6 months after the hire date.
• Sage Wellness Rewards Program (annual fitness reimbursement).
• Library of on-demand career development options and ongoing training offerings.