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Customer Retention Manager

5 months ago

Elk Grove, United States ALLDATA Full time

Position Summary:

The Customer Retention Manager plays a key role in shaping the overall customer experience, promoting a high level of customer satisfaction, successful product usage, and customer retention. working diligently to guarantee that our valued customers derive maximum value from the software, services, and solutions they have subscribed to. The Customer Retention Manager will set new standards for excellence in customer success which will be measured by key performance indicators, including customer retention, renewal rates, upsell, cross-sell, expansion, and customer satisfaction.


Position Responsibilities - Other duties may be assigned:

  • and Retention Management: Proactively monitor data and patterns and lead the renewal process to ensure customer retention targets are met and exceeded. Regularly review adoption and usage trends and work closely with customer and Contrast teams to address adoption blockers.
  • Churn: Proactively monitor and review data related to customers’ onboarding and usage and identify potential areas of concern and develop mitigation plans, ensuring a high renewal rate. Upsell: Identify opportunities for additional licenses, features and services within existing Own user accounts and actively lead these efforts to successful closure. Cross-Sell and Expansion: Work with cross-functional teams to identify opportunities for selling additional products and services.
  • Customer Value: Promote a positive experience for the customer from sales to onboarding and throughout their customer life cycle, support their transformation to meet objectives and seek full engagement across their organization. Facilitate the setting of business outcomes and measurable objectives with the customer. Cultivate and promote customer satisfaction and intimacy through relationships to ensure a successful long-term business partnership and “consultative” customer retention approaches.
  • Onboarding: Mentor, train, and lead an Account Executives team to deliver and communicate ALLDATA’s products. Share best practices; recommend solutions to meet changing customer requirements and emergent problems.
  • Management: Liaise with Technology, Product Management and Sales to quickly remedy accounts that are at risk.
  • Advocacy: develop and maintain references, case studies, etc. and bring intelligent product feedback and recommendations from customers back to the Product team.
  • Management: Manage projects to a successful outcome and ensure appropriate communications with all relevant stakeholders takes place. Juggling multiple accounts and activities simultaneously with attention to detail
  • Excellence: Ensure smooth handoffs from sales to on-boarding and from on-boarding to business outcomes, adhere to processes and procedures laid down and maintain data integrity in recording systems.
  • Knowledge: Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. Actively participate and collaborate in financial activities across functions and teams that stimulate performance, communication improvements, and the best quality of customer support.
  • Collaboration: Contribute to the development of industry-leading processes and best practices for Customer Operations.
  • Leader: Interview, select, and hire competent team members. Coach, mentor, train, evaluate and monitor daily activities of assigned personnel to achieve service and revenue objectives. Identify the appropriate approach to optimize teams’ performance through training, cross function training, or other methods as applicable.
  • Other duties as assigned.


Position Requirements:

  • Bachelor’s degree (BA, BS) in marketing, sales or business administration, communication, or related field.
  • Minimum of 7 years of experience in direct supervision of customer service, sales; call center management or customer retention/Account Management in a SaaS environment.
  • Proficiency in Excel, Office products and accounting software knowledge, MSD is a plus.
  • Fluency in English in a must, bilingual in Spanish is highly desired.
  • Excellent presentation and communication skills with a thoughtful and collaborative approach to relationships.
  • Outstanding analytical and reporting skills.
  • Excellent multitasking, organization, and time management skills.
  • Proven experience in leading teams to upsell, retain customers to drive additional revenue.
  • Knowledge of automotive terminology is highly desired.
  • Must commit to ALLDATA’s “Respect in the Workplace”, values and customer pledge