Retention Manager

2 weeks ago

Work from Home, Philippines Eclaro Full time ₱1,200,000 - ₱1,800,000 per year

Key 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.

Job Types: Full-time, Permanent

Pay: Php100, Php120,000.00 per month

Benefits:

  • Work from home

Education:

  • Bachelor's (Preferred)

Experience:

  • Retention/Renewal: 5 years (Preferred)
  • Low to Mid Spend Accounts: 3 years (Preferred)
  • SaaS: 3 years (Preferred)
  • Retention Manager: 5 years (Preferred)

Work Location: Remote

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