Retention Account Manager
Avantages principaux
About the role
As a Retention Account Manager, you will serve as the primary point of contact for client inquiries, concerns, and retention-related matters. This loyalty-focused role places a strong emphasis on client retention, satisfaction, and long-term relationship management. Success in this position requires a strong understanding of client needs and the ability to deliver effective, timely solutions that enhance the overall client experience.
Work environment: You will be working in office, 5 days on site, Downtown Toronto off King and Union station Monday - Friday rotating shifts between 9-5:30pm and 12-8:30pm EST
Key Responsibilities Deliver a consistently high-quality client experience with a strong focus on loyalty, engagement, and retention. Act as the main escalation point for client concerns, working proactively to achieve positive and lasting outcomes. Accurately log, acknowledge, and manage all client service issues (verbal and written) in accordance with established complaint-handling procedures. Conduct follow-up and aftercare calls to gather feedback and ensure client satisfaction. Investigate client service issues thoroughly by collaborating with clients and relevant internal teams. Resolve client issues promptly, maintaining a solution-driven approach focused on long-term retention. Manage all client interactions with professionalism, empathy, and courtesy. Assess client service cases and determine when escalation or handover to the Collections department is required, ensuring a smooth and seamless transition. Identify and escalate potential compliance concerns to the Compliance team for timely review and investigation.
Skills & Attributes Exceptional interpersonal and communication skills, both verbal and written. Strong attention to detail with the ability to perform effectively in a fast-paced, dynamic environment. Self-motivated with the ability to work independently as well as collaboratively within a team. Proficient in Microsoft Office applications, including Excel reporting; experience with Salesforce is highly desirable. Positive, proactive, and resilient, with the ability to manage pressure and resolve challenges effectively.
Education & Experience Minimum of two (2) year of experience in a client retention, loyalty, or client satisfaction role. Proven experience in client services, negotiations, and escalation management. Prior experience using Salesforce is considered an asset.
Working Hours Monday to Friday; shifts vary based on business needs. Standard operating hours are between 8:30 a.m. and 8:30 p.m.
Perks and Benefits Paid day off on your birthday 3 weeks vacation Enhanced health and dental benefits Registered Retirement Savings Plan (RRSP) matching program Prime downtown location near Union Station Increased vacation entitlement after 2 and 5 years of service
About The Portfolio Group
The Portfolio Group is a specialist recruitment agency dedicated to sourcing exceptional talent across four key divisions: Payroll, Credit Control, Procurement and HR, Benefits & Reward.
We also provide comprehensive RPO solutions, partnering with businesses to streamline their recruitment processes.
Over 30 Years of Recruitment Excellence
Founded in 1988, we bring over three decades of industry expertise and a proven track record of recruiting at all levels across the UK and multiple industry sectors.
With offices in London, Manchester, Dublin, and Toronto, we deliver success in permanent, temporary, and contract recruitment, offering a fast, efficient, and consultative service backed by an impressive client base. Our commitment to strong client relationships, ethical recruitment practices, and passion for what we do sets us apart.
As of January 2025, The Portfolio Group is ranked #1 Recruitment Agency on Trustpilot based on over 2,500 reviews.
Comprehensive Recruitment Solutions
Beyond our core divisions, we also recruit for a range of business-critical functions, including but not limited to:
• Credit Control & Finance • Governance, Risk Management & Compliance • Health & Safety • HR, Compensation, Benefits & Reward • IT – Development, Projects & Services • Legal Services • Payroll & Tax • Procurement & Supply Chain • Sales, Marketing, PR & Communications
Award-Winning Recruitment Agency
The Portfolio Group has been recognised for its excellence in recruitment, earning accolades such as: • The Sunday Times 100 Best Small Companies to Work For (most recently in 2017) • The Sunday Times Fast Track 100 (twice) • The Recruiter Hot 100 (2021) • Shortlisted for Recruitment Agency of the Year – Medium (50-99 employees) in 2021
Contact Us 📍 London & the South: +44 207 247 9455 📍 Manchester & the North: +44 161 836 9949 📍 Dublin & the Republic of Ireland: 1800800281 📍 Toronto: +1 (647) 660 1581
Similar Jobs
Retention Account Manager
Avantages principaux
About the role
As a Retention Account Manager, you will serve as the primary point of contact for client inquiries, concerns, and retention-related matters. This loyalty-focused role places a strong emphasis on client retention, satisfaction, and long-term relationship management. Success in this position requires a strong understanding of client needs and the ability to deliver effective, timely solutions that enhance the overall client experience.
Work environment: You will be working in office, 5 days on site, Downtown Toronto off King and Union station Monday - Friday rotating shifts between 9-5:30pm and 12-8:30pm EST
Key Responsibilities Deliver a consistently high-quality client experience with a strong focus on loyalty, engagement, and retention. Act as the main escalation point for client concerns, working proactively to achieve positive and lasting outcomes. Accurately log, acknowledge, and manage all client service issues (verbal and written) in accordance with established complaint-handling procedures. Conduct follow-up and aftercare calls to gather feedback and ensure client satisfaction. Investigate client service issues thoroughly by collaborating with clients and relevant internal teams. Resolve client issues promptly, maintaining a solution-driven approach focused on long-term retention. Manage all client interactions with professionalism, empathy, and courtesy. Assess client service cases and determine when escalation or handover to the Collections department is required, ensuring a smooth and seamless transition. Identify and escalate potential compliance concerns to the Compliance team for timely review and investigation.
Skills & Attributes Exceptional interpersonal and communication skills, both verbal and written. Strong attention to detail with the ability to perform effectively in a fast-paced, dynamic environment. Self-motivated with the ability to work independently as well as collaboratively within a team. Proficient in Microsoft Office applications, including Excel reporting; experience with Salesforce is highly desirable. Positive, proactive, and resilient, with the ability to manage pressure and resolve challenges effectively.
Education & Experience Minimum of two (2) year of experience in a client retention, loyalty, or client satisfaction role. Proven experience in client services, negotiations, and escalation management. Prior experience using Salesforce is considered an asset.
Working Hours Monday to Friday; shifts vary based on business needs. Standard operating hours are between 8:30 a.m. and 8:30 p.m.
Perks and Benefits Paid day off on your birthday 3 weeks vacation Enhanced health and dental benefits Registered Retirement Savings Plan (RRSP) matching program Prime downtown location near Union Station Increased vacation entitlement after 2 and 5 years of service
About The Portfolio Group
The Portfolio Group is a specialist recruitment agency dedicated to sourcing exceptional talent across four key divisions: Payroll, Credit Control, Procurement and HR, Benefits & Reward.
We also provide comprehensive RPO solutions, partnering with businesses to streamline their recruitment processes.
Over 30 Years of Recruitment Excellence
Founded in 1988, we bring over three decades of industry expertise and a proven track record of recruiting at all levels across the UK and multiple industry sectors.
With offices in London, Manchester, Dublin, and Toronto, we deliver success in permanent, temporary, and contract recruitment, offering a fast, efficient, and consultative service backed by an impressive client base. Our commitment to strong client relationships, ethical recruitment practices, and passion for what we do sets us apart.
As of January 2025, The Portfolio Group is ranked #1 Recruitment Agency on Trustpilot based on over 2,500 reviews.
Comprehensive Recruitment Solutions
Beyond our core divisions, we also recruit for a range of business-critical functions, including but not limited to:
• Credit Control & Finance • Governance, Risk Management & Compliance • Health & Safety • HR, Compensation, Benefits & Reward • IT – Development, Projects & Services • Legal Services • Payroll & Tax • Procurement & Supply Chain • Sales, Marketing, PR & Communications
Award-Winning Recruitment Agency
The Portfolio Group has been recognised for its excellence in recruitment, earning accolades such as: • The Sunday Times 100 Best Small Companies to Work For (most recently in 2017) • The Sunday Times Fast Track 100 (twice) • The Recruiter Hot 100 (2021) • Shortlisted for Recruitment Agency of the Year – Medium (50-99 employees) in 2021
Contact Us 📍 London & the South: +44 207 247 9455 📍 Manchester & the North: +44 161 836 9949 📍 Dublin & the Republic of Ireland: 1800800281 📍 Toronto: +1 (647) 660 1581