Introduction of the position
Build and execute a strategic plan to drive continuous improvement in our customer retention.
Build, lead and develop a diverse team focused on reducing customer cancellations while improving the overall quality of the save.
Utilize data to identify trends and work cross-functionally to resolve issues that influence customer’s decision to cancel.
Requirements
- Bachelor’s degree
- Experience (5+ years) leading customer retention and escalation teams.
- Deep experience in driving retention strategies and execution focused on the US-based VSB (Very Small Business) customer segment.
- Drove % increase in customer retention with samples
- Ability to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.
- Spanish Speaking highly preferred (but not mandatory)
- Passionate problem solver, someone who always challenges the status quo, and has a team-first mindset
- Demonstrated ability to use data to identify, prioritize, and resolve issues.
- Proven history of being transparent, accepting accountability, and holding others accountable for action.
- History of driving change that results in improvements in customer retention, cost to retain, save quality, and both customer and employee satisfaction.
- Proven track record of working with cross-functional stakeholders to drive strategic insights and actions.
- Highly organized, self-motivated, and passionate about the customer experience without an ego.
- Strong attention to detail and a desire to make a difference.
Scope
- Define, manage, and evolve the retention strategy resulting in continuous improvement in customer retention, save rate, save quality and other KPIs.
- Identify trends and points in the customer journey that influence a customer’s decision to cancel.
- Drive awareness of cancellation risks and drivers across the company and work cross-functionally to ensure priority and completion of all initiatives focused on increasing customer retention.
Key Responsibilities
- Oversees the day-to-day operations of the retention and escalation teams providing the highest possible level of customer service.
- Define and execute the overall vision and strategic plan for the Retention department focused on delivering results including continuous improvement of departmental KPIs.
- Using data, identify the top cancellation reasons by cohort, customer segment, customer life stage, and develop a retention strategy that proactively addresses each.
- Build and lead a high performing team that is motivated, engaged and empowered to provide feedback.
- Ensure employee satisfaction through continuous review of all agent training (new and ongoing) to insure accuracy, identity opportunities and use the strengths of the team to ensure a continuous focus on growing agent skills, identifying strengths and challenging employees in new ways.
- Maximize save rates through the creation of proven retention playbooks while minimizing retention costs.
- Correct process gaps with a core focus of increasing customer retention and improving the quality of each save and customer satisfaction.
- Create a positive, transparent, accountable, and collaborative environment focused on delivering results.
- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.
- Other duties as assigned by the VP, Customer Success
Our Values – “The Power or We”
1.
Get Work Done, Deliver Results, Own It!
- Achieve results for the business & for customers
- Be accountable & action oriented
- Take ownership for identifying & creatively solving problems
- Know your numbers & manage them daily
2.
Directly Communicate, Fiercely Collaborate
- Get to the point – be professional, direct, & efficient
- Lead with facts, actions & solutions – not opinions & excuses
- Work together to quickly, efficiently, & effectively solve issues & improve the business
- Passionately debate ideas to get to the best outcome & then once a decision has been made move forward together to make it successful as a cross-functional team
- Be open, transparent, & inclusive with both successes and challenges
3.
Innovate Always and in All Ways
- Entrepreneurial to our core
- Always be looking for new business opportunities & new ways to serve our customers
- Never satisfied with how things are currently & always look to make improvements
- Motivated by creating something from nothing or designing a new way to do something
4.
Domain Experts, Company Experts
- Hunger for knowledge, personal growth, & passion for learning
- Leverage existing true functional expertise & develop new functional expertise
- Develop a profound understanding of the company, internal & external customers, & markets to successfully apply domain expertise
5.
Growth: Customers, Company, People
- Have a growth mindset for our customers, the company & ourselves.
- Personal & people development plus building high performance teams are the foundation for future growth
- Plan & organize eXponential growth, The world is too big for thinking small
- Profitable growth through diversification in products & channels for future stability
- Approach each decision & each obstacle encountered with a focus on creating win, win, win outcomes for our customers, the company, & ourselves.
“Everybody wins”
Compensation
Base + Monthly Bonus
Key Performance Indicators
KPIs held accountable for should include the following, but added benefit if they call out others related to the save process
Save % or Net Recurring Revenue
Save Quality
Retention cost