Customer Relationship / Retention Manager at Willers Solutions

Responsibilities

• Planning data-led churn reduction tactics and oversee implementation in a customer-first manner.
• Monitoring relevant metrics for customer goals and keeping account overviews.
• Creating automated processes for churn precursors and communicating with customers proactively whenever they’re in danger of churning to prevent support issues, foster customer loyalty, and promote good business relationships.
• Analyzing accounts, researching customer behavior, and creating predictive models of customer journey.
• Reaching out to customers before their respective renewal dates to negotiate contracts.
• Implementing credit card expiration date notifications, dunning emails, direct debit payments, or account updaters to prevent involuntary customer churn.
• Working with expansion and upsell managers (or other CS team members) to create upsell and cross-sell offers that directly address known customer pain points.
• Analyzing churn reasons, creating an offboarding process and checklist, and conducting offboarding interviews to determine why customers are leaving.

Requirements

• Must have B.sc in Information Technology or any related field
• MBA in Customer Support is an added advantage.
• Must have a Minimum of 5 years proven experience in Customer Success or Customer Support
• Excellent communication skills
• An ability to transform customer conversations into business-driving relationships while still managing to serve the customers’ goals as best as possible.
• Advanced knowledge of churn reduction tactics and experience implementing them to save accounts from churning.
• High emotional intelligence and empathy skills.
• Customer service skills.
• Strong analytical and goal-oriented mindset backed by basic-to-advanced project management knowledge.
• Advanced IT&C knowledge and capabilities, experience with automation, and ability to learn new software tools on the job.