Customer Engagement Specialist

Job description

Location: Canada,None,None About The Role: The Customer Engagement Specialist plays a key role in executing strategies designed to reduce churn and increase client engagement. This individual is responsible for following structured processes developed by the Customer Success Program Manager to proactively re-engage clients showing signs of disengagement or decreased usage. The role involves hands-on client outreach, adherence to process-driven workflows, and achieving KPIs that contribute to improved client satisfaction and retention. Salary: CAD: 60,000-70,000: What you'll do: Client Outreach & Engagement: - Execute client outreach campaigns targeting accounts flagged for decreased usage or churn risk. - Conduct phone calls, emails, and other touchpoints to uncover reasons for disengagement and offer solutions tailored to their needs. - Re-educate clients as needed to get them re-engaged with the platform. Process Execution: - Follow structured retention and re-engagement processes defined by the Customer Success Program Manager. - Provide consistent feedback on the effectiveness of workflows, messaging, and engagement strategies. KPI Performance: - Meet defined KPIs such as numbe...