Job Summary

The Customer Engagement Specialist plays a key role in executing strategies designed to reduce churn and increase client engagement. This individual is responsible for following structured processes developed by the Customer Success Program Manager to proactively re-engage clients showing signs of disengagement or decreased usage. The role involves hands-on client outreach, adherence to process-driven workflows, and achieving KPIs that contribute to improved client satisfaction and retention.

Key Responsibilities

1.Client Outreach & Engagement

• Execute client outreach campaigns targeting accounts flagged for decreased usage or churn risk.
• Conduct phone calls, emails, and other touchpoints to uncover reasons for disengagement and offer solutions tailored to their needs.
• Re-educate clients as needed to get them re-engaged with the platform.

2. Process Execution

• Follow structured retention and re-engagement processes defined by the Customer Success Program Manager.
• Provide consistent feedback on the effectiveness of workflows, messaging, and engagement strategies.

3. KPI Performance

• Meet defined KPIs such as number of accounts reactivated, reduction in churn percentage within assigned segment, revenue expansion and increase in product usage metrics.
• Track and report weekly progress on reactivation efforts, trends, and outcomes.

4. Data & Feedback Reporting

• Log all client feedback, pain points, and objections to contribute to continuous process improvement.
• Collaborate with internal teams to escalate product-related concerns that affect client retention.

5. Client Relationship Management

• Act as a supportive point of contact for at-risk or flatlined clients until they are stabilized or transitioned back to regular success management.
• Build trust with clients by demonstrating product value and aligning with their business goals.

Qualifications

• 1–2 years of experience in a sales role, preferably in SaaS.
• 1–2 years of experience in a customer success or account management role, preferably in SaaS.
• Strong communication and problem-solving skills.
• Comfortable handling outbound calls and engaging with clients proactively.
• Organized and data-driven, with the ability to follow and improve structured processes.
• Self-motivated with a focus on results and achieving measurable outcomes.

About TapMango

At TapMango, we provide companies with one of the highest quality customer engagement platforms on the market. We’re currently powering thousands of merchants across Canada, the US and Europe, and we have just begun! Our mission is to empower businesses to do 3 things; retain customers, upsell to existing customers, and acquire new customers. We provide merchants with all the necessary tools to run their very own loyalty program including an integrated suite of customized consumer facing technology, easy-to-use merchant tools, and automation algorithms, all aimed to enhance the customer experience.

Why Join our Team?

Our platform is truly a game changer in the small business arena and we need your help to empower as many vendors as possible. TapMango helps merchants compete with larger chains, so you can feel good about supporting local businesses and a diverse economy. Join a fun team with an amazing culture, tons of opportunities for growth and development, competitive pay and lots more!

What We Offer

• Generous time off plan
• Fully remote work & support to assist with making your remote office space as comfortable as possible!
• Continuous virtual coaching and support
• Comprehensive health benefits
• Subsidized gym membership
• Performance recognition
• Professional development program
• Growth opportunities (we really mean it!)

TapMango welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.