Client Success - Toronto
1 day ago
Job description
Title:
Client Success & Retention Associate -27980
Location:
Toronto, ON, Canada (Remote, 100% work-from-home)
Classification:
T4 under Staffing Supplier
Work Schedule: 40 hours per week
Contract Duration:
March 9, 2026 – May 30, 2026
Compensation:
CAD$28.00/hour
Visa Sponsorship:
Not provided
Position Overview
A growing strategy and operations team is seeking a Merchant Retention Specialist to lead end-to-end strategies aimed at saving high-value and at-risk merchant accounts.
The individual will leverage data analysis, cross-functional collaboration, and process improvement to reduce merchant churn and drive impactful retention outcomes in a dynamic environment.
Key ResponsibilitiesIdentify churn risks through data analysis and take action to resolve escalations for at-risk merchants.
Implement and manage retention levers such as program incentives, service or support escalations, operational adjustments, or promotional funding to retain valuable merchant partners.
Collaborate cross-functionally to quickly resolve merchant issues and ensure best-in-class support.Equip teams with performance tracking tools and reporting, ensuring clear measurement of program effectiveness.
Proactively propose and execute process improvements to increase merchant save rates and maximize retention ROI.
Communicate clearly and professionally with merchants, providing tailored solutions and support.
Maintain organized records, track large data sets, and complete tasks according to schedule.
Qualifications
Strong communication and customer service skills.
Highly analytical and comfortable working with data to identify trends and inform decisions.
Demonstrated experience working independently and managing work without supervision.
Proficiency in Microsoft Word and Excel, or Google Suite.
Ability to thrive in dynamic, fast-paced, and ambiguous environments.
Strong organizational and note-taking skills.
Curious, action-oriented, and eager to implement solutions and improvements.
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