Loyalty Team Representative

Are you passionate about customer retention and skilled in problem-solving? As a Loyalty Team Representative, you’ll play a crucial role in retaining customers, resolving concerns, and strengthening relationships to reduce attrition. This role requires a proactive approach to account management, including handling rate reviews, providing technical support, and conducting retention calls to win back and engage customers.

You’ll be responsible for managing a customer pipeline, tracking interactions in the CRM, and collaborating with cross‑functional teams to ensure a seamless customer experience. If you excel at communication, relationship management, and customer satisfaction, this role is an exciting opportunity to make a direct impact!

• Premier Account Relationship Management:
  Serve as the primary point of contact for a portfolio of Premier (highest‑value) accounts, delivering white‑glove service and fostering long‑term, trusted client relationships.
• Proactive Risk‑Based Outreach:
  Proactively engage customers identified as at risk through our machine learning–driven churn prediction models, addressing concerns before they escalated and reinforcing account value.
• VIP Client Support & Advocacy:
  Manage relationship‑based service tickets for high‑profile clients, ensuring timely resolution while advocating internally on behalf of Premier customers.
• Account Retention & Value Preservation:
  Actively manage Premier accounts showing risk indicators, addressing business, service, or technical concerns with tailored retention strategies.
• Rate & Contract Reviews:
  Lead thoughtful pricing and rate discussions with Premier customers, offering customized solutions aligned with their business needs and long‑term partnership value.
• Proactive Retention & Win‑Back Engagement:
  Conduct strategic outreach to recently cancelled or downsized Premier accounts to understand root causes, address issues, and present compelling reasons to re‑engage.
• Customer Attrition Prevention:
  Anticipate potential dissatisfaction through data insights and direct outreach, delivering personalized solutions to prevent churn among high‑value clients.
• Call & Engagement Standards:
  Meet established engagement and outreach expectations, with a focus on quality, relationship depth, and retention outcomes over volume.
• CRM Documentation & Insights:
  Maintain detailed, accurate records of all client interactions, risk indicators, action plans, and follow‑ups within CRM systems.
• Pipeline & Portfolio Management:
  Effectively manage a portfolio of Premier accounts, ensuring timely follow‑ups, proactive touchpoints, and consistent account health monitoring.
• Cross‑Functional
  
  Collaboration:
  
  Partner closely with Sales, Technical Support, Product, and Data teams to deliver a unified, high‑touch customer experience.

• Proven experience in customer success, account management, retention, or relationship management roles, preferably supporting high‑value or enterprise‑level clients.
• Strong communication skills, both verbal and written, with the ability to confidently engage senior stakeholders and handle sensitive or complex conversations.
• Demonstrated ability to build and maintain long‑term client relationships rooted in trust, credibility, and proactive service.
• Excellent problem‑solving skills with the ability to analyze risk signals, think strategically, and deliver tailored solutions.
• Experience managing multiple accounts simultaneously while prioritizing outreach based on account value and risk.
• Proficiency with CRM systems and comfort leveraging data, dashboards, and insights to guide client engagement.
• Interest in or experience working with machine learning–driven customer insights or predictive risk models.
• Technical aptitude to understand customer issues and coordinate resolutions across internal teams.
• Ability to work independently while collaborating effectively within cross‑functional teams.
• Strong organizational skills with a high level of attention to detail.
• Experience in fast‑paced, metrics‑driven environments with accountability for retention and customer health outcomes.
• Previous experience in customer retention, loyalty…