Manager, Customer Retention

Client Support Remote


Description

Position at J2 Cloud Services

NetProtect (https://www.netprotect.com/) is seeking a full-time Manager, Customer Retention who is B2C customer-focused, motivated to own and lead a program designed to increase customer retention rates related to our VPN SaaS platform.  The ideal candidate learn, and will act as a liaison between the customer support and marketing departments to develop next level retention policies and procedures for improving customer satisfaction and reducing customer churn.  Also our ideal candidate will have a passion and affinity for customer service and retention, is an energetic and creative problem solver who enjoys interacting with our B2C customer base.


RESPONSIBILITIES:

  • Improve the retention rate for NetProtect’s existing customer base and thus increase revenue impact across NetProtect’s products. This includes remediating assigned at-risk accounts as well as identifying new revenue generating opportunities within at-risk accounts, when appropriate and relevant.
  • Keeping customers on board through the reiteration of the reasons they signed up and the continued benefit the service provides.
  • Collaborate with the department heads and business unit leadership in developing long-term and short-term customer care and retention goals.
  • Influencing customers to recognize the value of the service. Retain their business and educate the customer to understand the effects associated with canceling their service
  • Assist with all customer concerns in a professional and joyful manner through phone call, email, live chat, SMS and social media
  • Record and relay recurring customer feedback and insights to internal teams such as tech and marketing in order to constantly improve the customer experience
  • Maintain expert-level knowledge of our products and internal management systems as well as curiosity and awareness of new initiatives within the industry
  • Maintain an in-depth knowledge of NetProtect’s products and services, account and billing processes, various policies and procedures and points of escalation related to service delivery and product; work closely with these teams as needed for issue resolution.
  • Forecast potential loss of revenue due to missing functionality or product limitations and work with the Technology Project Managers on possible deliverables and future updates that might mitigate the non-renewals
  • Engage and create strategies for customer retention

REQUIRED SKILLS:

  • Bachelor’s degree required
  • 6+ years of proven  B2C customer facing sales or account management experience in a SaaS environment, preferably within the technology industry
  • 5+ years experience working in B2C Customer Retention and/or Memberships
  • Strong understanding of customer and marketing analytics and measurement.
  • Knowledge of Customer journey mapping
  • Ability to translate complex ideas and express them in concise, simple ways to understand
  • Ability to drive results at all levels, regardless of reporting structures
  • 3+ years understanding of trends assessment and customer insights
  • Ability to work in multiple projects simultaneously while meeting deadlines with frequent interruptions and redefined priorities
  • Knowledge of cancel/save strategies across multiple customer touch points
  • Great interpersonal and communication skills
  • Proficient with Microsoft Office Suite
  • Excellent interpersonal/communication skills, both written and verbal
  • The ability to work both independently and as part of a team
  • The ability to adapt to change and properly resolve conflict
  • Desire to expand existing deductive reasoning and problem-solving skills
  • The ability to prioritize tasks accurately, making decisions within established guidelines and policies
  • The ability to learn new skills in a timely manner without sacrificing existing responsibilities
  • Customer service experience in a technical support position is preferred
  • Experience with the following is strongly preferred:
    • Online Media & Streaming Services
    • Popular Filesharing Services
    • VPN
    • SmartDNS
    • Popular Social Media Platforms
    • Network troubleshooting

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