Retention Manager

3 weeks ago

Metro Manila Philippines ECLARO Full time

Responsibilities

  • Customer Data Analysis: Analyzing customer data (usage patterns, support tickets, feedback) to identify trends and predict potential churn.
  • Proactive Engagement: Reaching out to at-risk customers with personalized support, training, or offers to address their concerns and demonstrate value.
  • Relationship Building: Developing strong relationships with customers to understand their evolving needs and ensure they are getting the most out of the product.
  • Feedback Collection: Gathering feedback from customers through various channels (surveys, feedback forms, support interactions) to identify areas for improvement in the product or customer experience.
  • Collaboration: Working with other teams (sales, product, marketing) to implement solutions and improve the overall customer journey.
  • Retention Strategy Development: Developing and implementing strategies to improve customer retention, such as loyalty programs, educational resources, or personalized onboarding.
  • Performance Tracking: Monitoring key metrics (churn rate, customer lifetime value, customer satisfaction) to track the effectiveness of retention efforts and identify areas for optimization.
  • Problem Solving: Troubleshooting customer issues and providing solutions to ensure customer satisfaction and retention.
  • Upselling/Cross-selling: Identifying opportunities to increase customer value through upselling or cross-selling of additional products or services.
Skills and Qualifications
  • Communication Skills: Strong verbal and written communication skills to effectively interact with customers and internal teams.
  • Analytical Skills: Ability to analyze data, identify trends, and draw insights to inform retention strategies.
  • Problem-Solving Skills: Ability to identify and resolve customer issues and troubleshoot technical problems.
  • Customer Focus: A strong customer-centric mindset and a passion for providing excellent customer service.
  • Technical Proficiency: Familiarity with SaaS products and the ability to understand and explain technical concepts to customers.
  • Experience: Previous experience in customer success, account management, or sales is often preferred.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Information Technology, Other, and Customer Service
Industries
  • Technology, Information and Media
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