Customer Service Representative - Retention | Pioneer Account

The Renewal Specialist operates inside the account, where AI-driven automation handles themajority of renewal outreach — email, text, and response tracking — and live agents are engaged only on theaccounts that require human judgment. This role owns that human layer: negotiation, objection handling, andrelationship management on the subset of the renewal book Atlas escalates. The Specialist works inside the Atlas

Co-Pilot interface alongside automated intent and sentiment signals, not as a replacement for them, and ismeasured on renewal rate and retained revenue, not call volume. Job Responsibilities

• Own renewal conversations escalated by Atlas — non-responders after automated sequences, negativesentiment signals, at-risk accounts, and customers seeking to negotiate outside the automated flow
• Work inside the Atlas Co-Pilot desktop, using account history, intent signals, and prior automatedtouchpoints to pick up the conversation with full context rather than starting cold
• Facilitate renewals at existing contract terms; escalate concessions, pricing adjustments, or contractmodifications to the designated customer CSM rather than negotiating them independently
• Identify and surface upsell or expansion signals during renewal conversations, routing them to theappropriate internal owner
• Document every interaction accurately in the CRM and Atlas activity log, including outcome, sentiment,and any escalation triggered
• Meet or exceed KPIs tied to renewal rate and save rate, not average handle time or contacts-per-hour
• Participate in structured onboarding and ongoing coaching on SaaS renewal objection handling and the

Atlas handoff model

• Flag patterns back to the program (recurring objections, timing issues, product gaps) so they can informboth agent coaching and Atlas automation tuning
• Maintain a positive, professional relationship with customers at every touchpoint, including saveconversations
• Perform other duties as assigned

Minimum Qualifications

• Minimum of 3-5 years of experience in a renewal, customer success, or account management role —SaaS renewal experience required; general customer service background does not meet this bar
• Excellent verbal and written communication
• Demonstrated experience handling objection and save conversations, not just transactional renewaltouchpoints
• Comfortable working inside an AI-assisted workflow — reading automated intent/sentiment data andpicking up a conversation mid-lifecycle rather than initiating cold outreach
• Strong verbal and written communication skills, with the judgment to know when to hold firm on termsand when to escalate
• Familiarity with CRM and contract management tools
• Strong organizational skills and attention to detail

Additional Details

• Can start ASAP
• Can work on site at McKinley, Taguig