Loyalty Team Representative

Celero Commerce•Brentwood, TN

About The Position

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!

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 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.

Nice To Haves

Previous experience in customer retention, loyalty programs, enterprise support, or win-back campaigns is a plus.

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 learning–driven 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.