Strategic Accounts Specialist – Retention & Solutions

Air Liquide; Sydney; Hybrid; AUD 70,000 - 80,000; Full time

Benefits offered by this job

Structured onboarding and coaching

Career progression opportunities

Hybrid after training

Birthday and wellbeing leave

Modern office with internal mobility

Job summary

Lotus People is recruiting for a Sydney-based, permanent full-time role in a newly expanded Strategic Accounts team. You’ll blend customer service, relationship management and problem-solving to strengthen relationships with business owners and reduce churn.

This isn’t a scripted environment; you’ll tailor solutions, engage across channels, and contribute to retention outcomes. The position offers hybrid working post-training and a competitive salary with annual bonus potential.

Qualifications

• Experience in customer service, retention, account management or contact centre roles.
• Excellent verbal and written communication and rapport-building abilities.
• Ability to handle difficult conversations and investigate customer concerns.
• Commercial awareness balancing customer and business outcomes.
• Resilient, adaptable and KPI-driven.
• Experience in fintech, banking, telco, complaints or collections is valued.

Responsibilities

• Manage inbound customer enquiries relating to account concerns, pricing and retention
• Conduct proactive outbound engagement with customers identified as at risk
• Investigate account activity, transaction history and customer concerns before outreach
• Build strong relationships with business owners and decision-makers
• Deliver tailored solutions to improve customer experience and loyalty
• Manage pricing and rate review conversations within approved guidelines
• Use phone, email and SMS to maintain proactive customer engagement
• Collaborate with leaders to improve retention strategies and customer outcomes
• Maintain accurate records and follow-up across multiple conversations
• Contribute to team KPIs, quality standards and customer retention outcomes

Skills

Communication skills

Relationship management

Problem solving

Commercial awareness

Resilience

Written communication

Multi-channel engagement

Fintech exposure

At-risk customer engagement

Job description

Lotus People is recruiting for a Sydney-based, permanent full-time role in a newly expanded Strategic Accounts team. You’ll blend customer service, relationship management and problem-solving to strengthen relationships with business owners and reduce churn.

This isn’t a scripted environment; you’ll tailor solutions, engage across channels, and contribute to retention outcomes. The position offers hybrid working post-training and a competitive salary with annual bonus potential.