Retention Manager

4 days ago

Quezon City, National Capital Region, Philippines ECLARO Full time ₱800,000 - ₱1,200,000 per year

Role Title:
Retention Manager

ECLARO: A quick Summary
ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.

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.

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