Customer Retention Manager

Key Responsibilities

• Maintain and retain existing customers by building long lasting business relationships.
• Effectively support the retention process when needed in both a sales and customer service capacity.
• Respond to inbound calls and certified mail cancellations letters; contact appropriate departments if customer cannot be retained.
• Perform contractual resign of agreements with existing customers.
• Maintain an awareness of market behavior and competitive trends in a designated market to anticipate changing customer needs.
• Negotiate with all customers to retain the relationship and associated revenue during pricing initiatives.
• Maintain thorough knowledge of company’s available services per lines of business, pricing structures, and offer additional services specified by customer.
• Increase company visibility through participation in company sponsored activities, trade shows, Chamber of Commerce events, and similar activities.
• Partner with Customer Service and Operations department.
• Perform site visits.
• Responsible for an effective and collaborative hand off process from new account attainment to existing account development.
• Responsible for creating and managing an account penetration plan that is in line with the company’s growth objectives.
• Utilize Salesforce on a daily basis, scheduling and documenting all activities for new business opportunities.
• Responsible for achieving and/or exceeding monthly retention and growth quota.
• Absorb accounts receivable with collection efforts and activities.

Qualifications

• High School Diploma or GED.
• Five (5) or more years’ experience of consultative sales or customer retention experience.
• Microsoft Office experience.
• Salesforce or other CRM experience.
• Valid state-issued driver’s license.
• Knowledge, Skills, & Abilities:
  • Ability to generate and manage leads, opportunities, and contract negotiations to close business.
  • Effective influential, selling, and closing skills.
  • Ability to read, write, and comprehend reports and associated documents.
  • Ability to understand and follow oral and written instructions.
  • Ability to prioritize workload and meet time sensitive deadlines.
  • Strong work ethic, demonstrating integrity, trust, and maintain confidentiality.
  • Strong interpersonal skills, including effective presentation and listening skills.
  • Demonstrate continuous effort to improve operation, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
  • Excellent analytical, attention to detail, and problem-solving skills.