Retention Agent

Cognibox; Calgary; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A leading compliance solutions company in Alberta, Canada, is seeking a Retention Agent. As a vital part of the sales team, you'll enhance customer relationships and drive retention strategies. Your expertise in consultative selling and experience with CRM systems will be key in understanding client needs and ensuring satisfaction. Bilingualism in English and French is required. Join a hybrid workplace that values well-being and professional development while making an impact in compliance solutions.

Benefits

Integrated mental health support

Vacation starting at 3 weeks

Comprehensive medical and dental coverage

LinkedIn Learning License for upskilling

Qualifications

• 2+ years of experience in sales and/or renewal-related roles.
• Experience in both hunting and farming accounts.
• Proven track record of successful customer retention.

Responsibilities

• Handle inbound calls and emails related to renewals.
• Identify upsell and cross-sell opportunities.
• Manage escalations for internal and external partners.

Skills

Bilingualism in French and English

Sales experience

Customer retention

Negotiation skills

Consultative selling techniques

Tools

MS Dynamics 365

Odoo

MS365 Suite

Job description

Retention Agent

Department: Sales

Employment Type: Permanent

Location: Calgary, Canada

Reporting To: Retention Manager

Description

Creating Safer Workplaces for Everyone.

We want to create a better working world by building a global network of responsible buyers and suppliers. Alcumus SafeContractor takes the pain out of compliance for over 50,000 organisations globally, helping them protect their people, their operations, and the planet. We support our network of hiring clients, suppliers, and contractors by keeping them compliant with the standards that matter most, from health and safety and sustainability to ethical behaviour.

We are looking for a highly motivated Retention Agent who is passionate about customer relationships and loyalty.

In this role, you will play a key part in maintaining and developing relationships with existing clients managed through our Complyworks solution. Your primary mission will be to support these clients by demonstrating the added value of our contractor management solutions, while ensuring maximum satisfaction and engagement.

With a strong background in commercial renewals, you are well‑versed in consultative selling techniques and know how to identify your clients’ specific needs in order to offer tailored solutions. Your proactive approach, combined with your strong listening skills, will make you a trusted partner for our clients.

Advanced English and French proficiency: This requirement is necessary because in this role, you will need to interact with clients, partners, and/or our international subsidiaries on a recurring basis, both orally and in writing.

What that means day‑to‑day:

• Handle inbound calls and emails related to renewals and negotiations using effective negotiation techniques to manage a win‑win situation.
• Identify upsell and cross‑sell opportunities to increase customer revenue and engagement.
• Manage escalations for internal and external partners as needed.
• Implement strategies and recommendations to retain customers and manage a win‑win situation with the client.
• Use consultative selling techniques to uncover customer needs and determine the best solution offering to increase customer revenue and engagement.

What you’ll need to be successful:

• Bilingualism in French and English is a must.
• 2+ years of experience in sales and/or renewal‑related roles.
• Experience in both “hunting” and “farming” your accounts in a fast‑paced work environment.
• You love sales and renewals—and you’re looking to grow your career in this path.
• Proven track record of successful customer retention.
• You never take “no” as a final answer.
• Proficient in MS Dynamics 365, Odoo, or another CRM, as well as the MS365 Suite.
• The perfect blend of customer service, account management, and sales skills.

What you’ll get in return:

We have a hybrid workplace policy. We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work, and believe that if you look after your people, they look after everything else!

Personal Health & Wellbeing

• 🧠 Integrated mental health & wellbeing support
• 🌴 Vacation – starting at 3 weeks
• 💟 Wellness Days & Annual Giving Day – an extra to give back to yourself or your community
• 🩺 Comprehensive medical and dental coverage
• 😴 End of the year, company‑wide shut down for you to relax and recharge

Future Planning

• 🏫 LinkedIn Learning License for upskilling & development

Interested but don’t feel you meet all the requirements?

Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we consider applications that might not meet all the criteria, but have the aptitude and capability, nonetheless. Our priority is to ensure we set people up for success. We will make a final call based on our determining whether we can offer the necessary support to upskill or provide the developmental support needed for you to get the best out of this opportunity with us!

Bring Your Whole Self to Work.

We are proudly an equal‑opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.

What you can expect if you apply:

• A response to your application within 15 working days
• An interview process consisting of:
  • An initial discovery call with the recruiter
  • A first stage interview via Microsoft Teams
  • Additional interview with the stakeholders you’ll be working with closely in the role

We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.