Loyalty Team Representative

Are you passionate about customer retention and skilled in problem-solving As a Loyalty Team Representative youll 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.

Youll 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!

Responsibilities

• 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 learningdriven churn prediction models addressing concerns before they escalate 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.

Experience & Requirements

• 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 learningdriven 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 programs enterprise support or win-back campaigns is a plus.

Reports to: Director of Sales Channel Development

Start date: Immediate

Employment type: Full-time; Exempt

Benefits: We provide a comprehensive benefits package including health insurance dental vision life insurance identify theft protection paid time off and 401k (4% match)

Celero Commerce provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

Please Note: Celero Commerce participates in E-Verify and performs background checks on all new hires. We will provide the Social Security Administration (SSA) and if necessary the Department of Homeland Security (DHS) with information from each new employees form I-9 to confirm work authorization.