Retention Manager
3 weeks ago
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.
- 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.
- Mid-Senior level
- Full-time
- Information Technology, Other, and Customer Service
- Technology, Information and Media
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