Customer Retention Manager

Customer Experience Seattle, Washington


Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help the pets we all love receive the veterinary care they need. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Position Summary:
Trupanion is seeking an inspiring leader that will be working alongside business leaders to head up our retention efforts. Are you a creative and competitive manager with steadfast integrity?
In this role, your responsibilities are to inspire your team and help them achieve their full potential. Additionally, as a member of the contact center leadership team, you will be a contributor in determining the strategies and their rollout across the department.
The optimal candidate is a skilled communicator, highly energized, and have a proven track record of success

Key Responsibilities Include:

  • Inspire, coach, and develop team members for success, both direct and indirect reports
  • Deliver business goals (e.g. save rate, quantities, and qualitative call handling strategies)
  • Define and execute strategies to achieve long term objectives
  • Setting of monthly, quarterly, and annual objectives aligned with company goals
  • Reporting on team performance, as well as individual team member performance
  • Continuous improvement of customer satisfaction and retention
  • Continuous improvement to creatively drive down the cost of service by providing exceptional customer service experiences
Experience:
  • 3+ years of call center leadership required
  • Experience in customer retention, customer service, customer loyalty desired

Skills, Knowledge & Abilities

  • Ability to motivate, teach, and inspire others
  • High emotional intelligence + resilience
  • Strong Training/Coaching/Mentoring skills
  • Experience working in a veterinary clinic desired
 
Benefits and Perks:
  • Bonus opportunities
  • Full medical, dental, and vision benefits at no cost to the employee
  • Four weeks paid time off
  • Five-week sabbatical after five years of employment
  • Restricted Stock Units
  • Open, casual, pet-friendly, and fun office environment
  • Free dog walking services for office pets during business hours
  • Free medical health insurance for your pet (1 dog or cat)
  • Paid time off to volunteer at nonprofit organizations
  • Free on-site gym
About Trupanion:
We’re all about helping pets. We promote a cohesive and nimble team environment, and we hire, develop and promote team members. We trust each other. We are transparent and honest. We care about one another and want to see our team members succeed, personally and professionally. We strive to promote from within and reduce bureaucracy to allow creative thinking. We’re focused on providing continuous training and support to all team members to encourage long-term happiness and success.
Take a look inside our office and see for yourself:

https://www.facebook.com/Trupanion/videos/10155423763702974/ 

Trupanion Team DNA:
At Trupanion, we achieve great things together when we are:
  • Caring: We are kind to each other and assume positive intent.
  • Collaborative: We work together to achieve company goals (we not me).
  • Courageous: We are determined, take risks, and make bold moves.
  • Curious: We seek new information to continually better ourselves and our work.
  • Honest: We believe candid communication leads to successful teamwork.
  • Inclusive: We welcome and value all people and perspectives.
  • Nimble: We readily adapt and evolve in pursuit of progress and innovation.
For more information about Trupanion, visit http://trupanion.com/about 

Trupanion is an equal opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.