Client Relations Associate (Renewals)

We're Osome - an international fintech startup making the lives of entrepreneurs easier. We help thousands of businesses kick admin, accounting and bookkeeping out of their day-to-day, so they can spend more time on what's important to them. We've developed a unique solution that combines SaaS with a human-in-the-loop approach to provide full-fledged services in real-time.

We're experiencing tremendous growth in both clients and team members. We have over 500 people in our global offices 🌎. We're looking for more bright minds who'd love to change the world by solving complex problems.

Responsibilities (how we will measure success):

• Ensure timely and successful renewal of client subscriptions and products
• Identify and secure client loyalty, cross-sell and upsell opportunities to drive net revenue growth
• Proactively identify at-risk client and ensure their retention
• Work closely with other departments to deliver unified solutions and drive internal alignment for the client
• Guide clients on subscription details
• Serve as a direct point of contact for communication from clients

Tasks (what does the role do on a day-to-day basis):

• Lead proactive client engagement to ensure client service loyalty and continuity
• Communicate with clients in a professional, concise, and effective manner
• Identify and flag any client concerns, if any, for immediate resolution
• Liaise with operational teams to resolve client concerns
• Maintain accurate and timely information within the company CRM database
• Respond to retention and cross-sales conversations and provide accurate and detailed information to guide clients in the best way possible
• Support and drive revenue retention and growth
• Communicate product or service rollouts to clients as needed
• Support ad hoc initiatives and tasks as needed

Who you are:

• Experience in quota-carrying renewal/sales role
• Strong client-facing acumen
• Comfortable with proactive commercial conversations, not just reactive service
• Excellent communication skills (managing escalations, managing difficult conversations)
• Proficient in handling a high volume of accounts
• Proven track record in preventing churn
• Ability to work independently and in a team
• Adaptability to a fast-paced and dynamic environment
• Experience in process building and implementation will be an advantage

Our Benefits 🙌

Osome grows alongside you, but we already have a few perks:

• Competitive salary
• Multi-cultural environment to enhance your global perspective.
• Learning opportunities and mentorship from peers and leaders
• Remote working arrangement

Equal Opportunity Statement

At OSOME, creating a culture where individuals of all backgrounds feel comfortable really matters.

Everyone who applies will receive fair consideration for employment. We do not discriminate based upon race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying. We want to ensure that we represent the diversity of talent in the society we live in today.

If you have any accessibility requirements that would make you more comfortable during the application and interview process, please let us know so that we can support you.