Customer Retention Team Leader

2 weeks ago


Charleston, West Virginia, United States R.W. Mercer Co. Full time
Position Overview

We are seeking a driven and experienced professional to lead our customer retention initiatives and ensure exceptional client satisfaction across our service offerings.

The Customer Retention Team Leader will oversee our renewals division, ensuring that our team provides exemplary service to our customers throughout their journey with us. This role emphasizes cultivating a culture of success and accountability while managing a team of specialists focused on renewals.

This position requires eligibility to work in the United States.

Key Responsibilities:

Leadership Excellence: Inspire, mentor, and empower a high-performing renewals team to achieve both individual and collective goals.

Client Relationship Management: Build and maintain strong relationships with clients to facilitate a seamless renewal experience and enhance retention rates.

Process Optimization: Analyze and refine the renewals workflow, applying best practices to drive continuous improvement.

Performance Tracking: Develop and monitor key performance indicators (KPIs) to assess team effectiveness, taking proactive measures to achieve business objectives.

Cross-Department Collaboration: Work closely with sales, customer success, and product teams to ensure alignment of strategies and optimal client support.

Reporting and Insights: Generate and present reports on renewals performance to senior leadership, providing valuable insights and recommendations based on comprehensive data analysis.

Qualifications:

Proven experience in a managerial or leadership role within a renewals or customer service environment.

In-depth understanding of renewal processes, customer lifecycle management, and retention strategies.

Outstanding communication and interpersonal abilities, with a knack for relationship-building and team motivation.

Proficient in customer relationship management (CRM) software and data analysis tools.

Ability to adapt in a fast-paced work environment while maintaining attention to detail.

To qualify for this role, candidates must have the right to work in the United States.

Why Choose Us?

We value our employees and are dedicated to creating a supportive and inclusive workplace. As a remote employee, you will enjoy the flexibility to manage your own schedule, access to professional development opportunities, and a collaborative team that supports you at every turn.

If you are passionate about fostering positive client relationships and possess the skills to lead and motivate others toward achieving their objectives, we invite you to consider this opportunity.



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