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Director of Retention and Escalations – Remote

411 Locals

This is a Full-time position in New York, NY posted December 29, 2021.

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