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Client Retention Manager

4 months ago

Victor, United States FirstLight Fiber, Inc Full time
Job DescriptionJob DescriptionAbout Us:

We are a leading organization headquartered in Albany, New York, specializing in providing advanced telecommunications solutions. Our services include fiber-optic data, Internet, data center, cloud, and voice services. We serve enterprise and carrier customers throughout the Northeast, connecting thousands of locations through our extensive network.

We offer a comprehensive suite of high-bandwidth connectivity solutions, featuring Ethernet, wavelength, and dark fiber services. Additionally, our portfolio includes dedicated Internet access solutions, data center, cloud, and voice services. Our diverse clientele includes national cellular providers, wireline carriers, and leading enterprises across various sectors.

Position Overview:

As a Client Retention Manager in Sales, you will be responsible for developing and executing strategies to ensure the long-term satisfaction and retention of our existing client base. Your role will be pivotal in maintaining strong relationships with our clients, enhancing their overall experience, and fostering continued business partnerships. As a Client Retention Manager, you will be responsible for managing client relationships, ensuring their satisfaction, and driving upsell and cross-sell opportunities. The ideal candidate will have a strong background in sales, exceptional communication skills, and a strategic mindset to enhance client engagement and loyalty. You will work closely with the sales team and other key stakeholders to drive client retention and revenue growth.

Key Responsibilities:

  1. Develop and implement client retention strategies to meet or exceed retention targets and KPIs.
  2. Analyze client data and feedback to identify areas for improvement and opportunities for enhancing client satisfaction and loyalty.
  3. Proactively engage with clients to understand their evolving needs and ensure that our products and services continue to meet their requirements.
  4. Collaborate with the sales team to identify upsell and cross-sell opportunities within the existing client base, thereby maximizing revenue potential.
  5. Conduct regular client reviews and check-ins to assess their satisfaction levels, address any concerns, and gather feedback for continuous improvement.
  6. Create and implement customer loyalty programs and initiatives that incentivize continued engagement and strengthen client relationships.
  7. Work closely with the marketing team to develop targeted communication and engagement strategies for our existing clients.
  8. Monitor and report on key metrics related to client retention, presenting findings and recommendations to senior management regularly.
  9. Provide training and support to the sales team to enhance their client retention skills and ensure a cohesive approach across the organization.
  10. Stay updated on industry trends, competitor activities, and market dynamics to maintain a competitive edge in client retention strategies and practices.

Qualifications and Skills:

  • Bachelor's degree in business administration, marketing, or a related field (Master's degree preferred).
  • Proven experience in client retention, account management, or sales, preferably within the [industry/sector].
  • Strong understanding of sales processes and customer relationship management (CRM) software.
  • Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
  • Analytical mindset with the ability to interpret data and make data-driven decisions.
  • Proven track record of meeting and exceeding client retention targets and KPIs.
  • Ability to work collaboratively in a team environment and across departments.
  • Strong organizational skills and attention to detail.
  • Adaptability and the ability to thrive in a fast-paced, dynamic work environment.

Benefits and Compensation:

We offer a competitive benefits package including a comprehensive medical benefits, tuition reimbursement, paid time off, 401(k) and flexible work arrangements.

Estimated Annual Base salary, $55,000 to $90,000 plus uncapped commission potential earnings. Our commission plan offers uncapped earning potential, meaning your variable pay can vary significantly based on achieving performance targets. The range of potential earnings extends from zero to a substantial amount, depending on your sales achievements and success in exceeding targets. Salary pay ranges represent a good faith annual estimate. Actual pay will be based on multiple factors including experience, skill sets, market rates, and internal equity.

Join us in shaping the future of our dynamic telecommunications company and making a difference in the world through telecommunications. Your expertise and leadership can help us achieve our goals and empower our employees to thrive.

Equal Opportunity Employer:

FirstLight is committed to cultivating and preserving a culture of diversity, equity and inclusion. We recognize that our differences are assets that strengthen us as a team, and FirstLight is committed to fostering an environment where everyone feels welcomed, valued, respected and recognized. FirstLight Fiber is an equal opportunity employer. In accordance with state and federal laws, FirstLight’s equal opportunity policy is that all applicants and employees are treated equally by the company with respect to employment opportunities, regardless of race, color, religion, sex, sexual orientation, disability, or veteran status or veteran disability.

Why Join Us:

· Cutting-Edge Technology: Be part of a dynamic organization at the forefront of fiber-optic technology and telecommunications solutions.

· Network Expansion: Contribute to our ongoing growth and expansion, connecting more locations and delivering innovative services.

· Diverse Clientele: Work with a broad range of clients, including national providers, leading enterprises, and institutions across various industries.

· Inclusive Workplace: Join a diverse and inclusive workplace where your skills and talents are valued.