Customer Retention Resume Samples

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H Conroy

Hilario

Conroy

6423 Elnora Isle

Houston

+1 (555) 425 4612

6423 Elnora Isle

Houston

Phone

p +1 (555) 425 4612

Experience Experience

Boston, MA

Customer Retention Rep

Boston, MA

Lehner Inc

Boston, MA

Customer Retention Rep

Working with various departments across the organization to advocate for the customer and work together to resolve any issues
Working in a fast paced environment
Conduct Customer calls with other internal depts in an effort to work through obstacles and resolve issues real-time
Working with customers to resolve any issues which may be preventing them from maintaining a relationship with SolarWinds
Live the Cox Values, by demonstrating an approach towards people and work that is consistent with the overall values of the company
Increase revenue through up-selling and cross-selling video, HSI, wireless, and telephony services to existing customers
Verifying pricing, licenses, expiration dates with customers and resellers globally

Los Angeles, CA

Customer Retention Executive

Los Angeles, CA

Roob, Ondricka and Feil

Los Angeles, CA

Customer Retention Executive

Communicate clearly both orally and in written form
Manage a rolling quarterly portfolio of approximately 25-35 renewals
Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned CEE and Account Executives) and accurate forecasting of the renewal and growth opportunities
Deal management and commercial negotiation of the entire opportunity (from open to close) for renewals
Maintain a close working relationship with different LoB stakeholders which include but not limited to Customer Engagement Executives, Account Executives, Finance, Legal, and Operations
Prepare proposals by verifying previous contract terms and conditions. Negotiate and develop renewal agreements based upon rate calculations by leveraging consumer price index while staying revenue recognition compliant
Working and managing through different internal and external software systems on a daily basis. (i.e. SAP CRM, MS Office, Smartsheet, etc…)

present

Detroit, MI

Small Group Customer Retention Executive

Detroit, MI

Waelchi-Legros

present

Detroit, MI

Small Group Customer Retention Executive

present

Execute, monitor and coordinate repricing for designated clients in the existing client base
Coordinate with internal stakeholders to identify clients at risk of termination and execute proactive outreach and intervention
Develop effective retention strategies and content that prove athena value and return on investment
Maintain data integrity of all revenue, attrition and retention management activities
Coordinate revenue and attrition management for the Small Group book of business
Develop proactive retention strategies for any territory or market activity that may cause client termination
40% Revenue & Attrition Management

Education Education

Bachelor’s Degree in Computer Science

Georgia Southern University

Bachelor’s Degree in Computer Science

Skills Skills

Strong ability to anticipate problems and pivot accordingly
Flexibility to work unpredictable hours in a fast-paced environment
Ability to build a business case and convey the value of athena and it’s network and products
Excellent communication skills- both verbal and written
Strong business acumen
Very strong presentation skills
Ability to build relationships and partner cross-functionally
Strong analytical skills
A team player and positive attitude
Mastery of all Microsoft Office applications, including Outlook, Word, Excel and PowerPoint

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15 Customer Retention resume templates

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Customer Retention Director Resume Examples & Samples

Drive strategy and direction for the privileges and cross-TWDC experiences in order to enrich the customer experience and provide a best in class set of membership services
Ensure the experiences meet the expectations of making subscribers feel First, Special and deliver Value
Source across TWDC working across all functions to identify and set up the out of home experiences keeping being mindful of the balance between value/affordability and desirability
Set up the operational processes and redemptions across these experiences ensuring a flawless process for the guests
Gather guest feedback and refine these in order to constantly improve the offer and exceed expectations
In-depth experience in customer retention, loyalty, and CRM systems gained in ecommerce or media environment
Superior understanding of targeted email campaigns and usage
Skills and experience to bring a scientific approach retention, willing and able to support all intuitive decisions with hard data
Graduated from an accredited university with a BA/BSc in related discipline
Proven track record ofcreating, leading and managing the Acquisition Marketing function at a B2C (preferably subscription) organisation
A strong track record of managing and leading successful teams
Ability to make decisions in a fast-paced environment basing these on data and using sound commercial insights
Creative - can think innovatively and connect the dots. Finds creative ways around tactical problems
Both strategic and execution-focused
Motivator able to drive consensus and get buy-in
Highly proficient in excel and powerpoint able to deliver clear analysis and effective presentations
Creative and innovative
A strong team player
Highly analytical
Challenging new ways of working
Track record of understanding the market and keeping up to date with technologies, channels and trends
Solid understanding of the digital landscape and digital subscription services in the market

Customer Retention Rep Resume Examples & Samples

Respond to call center customer retention calls for all Cox residential services and product lines
Identify and resolves customer issues
Exercise creative negotiation skills to motivate customers to continue using Cox services
Offers additional or upgraded services, while providing a quality customer experience
Live the Cox Values, by demonstrating an approach towards people and work that is consistent with the overall values of the company
Receive inbound retention calls from current customers, for sales and revenue generation, in a high-intensity call center environment
Utilize proactive persuasive/retention skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs
Achieve monthly key performance metrics, call and order entry productivity standards, and call quality performance through utilization of persuasive skills, defined call flow structure, and adherence to provided schedule
Educate customers on active product features, service offerings, billing, charges, and product value
Understand and promote current marketing campaigns in order to sell to or save customers accurately and effectively
Increase revenue through up-selling and cross-selling video, HSI, wireless, and telephony services to existing customers
Research and review competitive pricing and service offerings in order to provide competitive price and product comparisons based on customer needs
Responsible for utilizing multiple customer databases to access, change or input account information for customers
Provide outstanding customer service, troubleshoot and resolve service and minor technical problems for customers by asking appropriate questions
Creatively negotiate pricing and bundling by making offers of credits and/or discounts according to Company guidelines
Complete installation, disconnect, transfer and seasonal downgrade orders and update customer accounts utilizing customer record database

Customer Retention Lead Resume Examples & Samples

Managing the delivery of Customer Retention initiatives
Embedding a retention culture
Growing retention capability across the organisation and with our business partners
Oversee the delivery of retention reporting

Associate Manager, Customer Retention Cus Resume Examples & Samples

Monitors key individual and team performance metrics
Identifies opportunities for growth and development
Ensures adherence to established policies and procedures
Manages the processing of 1035 Exchanges, Replacements, Inforce Illustrations and Written Cash Surrender requests
Oversees daily operations to ensure timely completion of requests within specified service delivery expectations
Provides creative and innovative process improvement recommendations. The incumbent will look for fresh opportunities, challenge past decisions, and support the division's growth
Understands regulatory and legal requirements
Provides effective coaching in structured monthly and ad hoc sessions
Writes and delivers performance appraisals aimed at recognizing strengths and addressing areas for development
Acts as a Talent Ambassador by assisting with recruitment, interviewing, and hiring within the department
Manages projects as assigned. Multiple projects are assigned to all associate managers with aggressive due dates
Responds to escalated inquiries and/or complex case situations
Partners with Compliance, and Law on review of procedures, processes, and marketing materials used with clients, agents, and brokers
Develops conservation initiatives specifically relating to the written cancellation requests
Manages the team by monitoring productivity levels, identifying opportunities to optimize operational efficiencies and cost controls; and developing and implementing changes that will improve efficiencies and performance
Ensures effective training programs and plans are in place for incoming employees and monitors continuing education and training for existing staff
Supports and promotes improved processes and best practices that enhance customer service, increases employee satisfaction and decreases operational expense
Experience in leading a production environment is preferred
Proven leadership and change-management skills, team-orientated, and a proactive and optimistic management style
Strong interpersonal written and oral communication skills; be able to effectively communicate with others at various levels, including senior management
Strong analytical and problem solving abilities with the talent to handle multiple tasks/priorities with ease
Flexibility and positive responsiveness to change
Ability to effectively communicate organizational objectives to associates and coordinate work efforts of others
Proven ability to motivate employees and create a culture that supports high employee morale
Positive, team-oriented attitude is a must
Ability to work cross-functionally within and outside the department to solve complex problems and improve quality and service
Proficient in Microsoft Office applications including Word and Excel
Experience with Prudential's Performance Management process as hiring and planning is an important component of this assignment
Strong knowledge of Life Insurance products and knowledge of Inforce Illustrations, 1035 and Replacement Processes are a plus
Bachelors degree or equivalent experience required
FINRA registration for series 6 & 63, 26 (Registered Principal) and Minnesota Life and Variable license required within 6 months of obtaining position
CVC's hours of operation are 7AM - 7PM CT. The Associate Managers provide coverage during these hours and the shifts are rotated. The individual selected will work occasional mornings at 7AM and evenings until 7PM CT at least one day per week to help support our Inbound Call Center. These hours are scheduled in advance

Manager, Customer Retention Marketing Resume Examples & Samples

Lead analysis presentation on the behavioral patterns of our new customers and articulate the motivations that drive their actions in an effort to influence revisions to the new customer journey
Identify opportunities for enhanced dialog and customer experience for customers and households
Provide insights to develop and recommend communications strategies and creative solutions
Guide the development of clear customer targets and improve customer relevance, discovery and value perception
Transition market research, analysis and metrics to a segment view in order to achieve segment goals
Develop analysis plans (seeking right urgency/risk) that fill knowledge gaps on how to create the highest contribution and retention from new customers
Support continuous improvement through the measurement of in-market performance with customer communication and investment choices
Evaluate multi-touch point communication programs to ensure ability to build equity and long-term value creation
Identify insights that that can guide communication strategy development from idea to execution and act as the voice of the customer
Support Corporate Enterprise wide Customer Governance process
Synthesis - Assess segment development opportunities through the synthesis of syndicated and customer primary research data (landscape assessment, analyses of syndicated data, quantitative assessment of trends, forecasting). Customer targeting and upsell/cross-selling
Communications Development - Develop and qualify insights that drive impactful multi-touchpoint customer experience and journey in print, digital, in-store, call center, etc
Excellent ability to communicate concisely the key learnings that will drive business action
Entrepreneurial, resourceful and comfortable operating without a high level of structure
Multi-tasking - Ability to work effectively in a fast-paced environment that embraces change and values creation
High level of curiosity, self-motivation and resourcefulness
Humility, integrity, professionalism, and respect for others
There are no supervisory responsibilities with this position
5+ years of marketing experience, preferably in a subscription business
Strong strategic thinker able to evaluate and understand complex customer scenarios and interactions
Bachelor’s Degree with focus on Marketing or related field, or equivalent experience required
Proven ability to analyze, understand the business and achieve results while balancing and prioritizing work on multiple projects
Exhibit strong verbal and written communication skills, public speaking & presentation skills and excellent interpersonal skills
Working knowledge of SQL and SaaS

Customer Retention Marketing Executive Resume Examples & Samples

Head of Commercial Marketing
Sales teams
Product teams
External agencies
Have a marketing background with some experience in a similar role
B2B marketing, and knowledge of B2B marketing techniques (cross-channel lifecycle comms management, inbound marketing, marketing automation, etc.)
Some Digital Marketing experience and proficiency in the most popular channels and tools (eg Twitter, Facebook, email Marketing, Google Analytics, etc.)
An understanding of the key drivers of customer retention, lifetime value and the impact on profitability
An understanding of data analysis that underpins the customer retention campaigns to increase revenue
Campaign execution experience, including some budget management
A passion for customer experience
Multi-channel campaign execution across digital and offline channels (print, DM, email, social, telesales, sales, websites, SEM/PPC, SEO, display, etc)
Strong organisational skills and the ability to plan and prioritise work effectively
Working with agencies

VP, Customer Retention Marketing Resume Examples & Samples

Oversee voluntary and involuntary churn metric
Develop and implement strategies and programs to reduce churn while maximizing subscriber revenue
Evaluate our current subscriber communication strategies across all channels with the overall goal of maximizing retention and reducing churn
Partner with our Brand, Interactive and Marketing Operations teams to develop, test, and implement traditional and non-traditional methods of building profitable long-term relationships with subscribers
Responsible for certain pieces of customer winback
Build close partnerships with the Subscriber Acquisition and Subscriber Winback teams to ensure coordinated and seamless messaging across our subscriber community
Partner with our Research team to understand subscriber insights and engagement opportunities and develop new and innovative opportunities to engage our base
Partner with IT and Marketing Operations to drive measureable improvements to process and system efficiencies on the team
Oversee and evaluate team of approximately 20 and provide leadership and internal strategic direction
Measures of success will include average months prepaid/plan mix, churn, renewal rate, communication strategy and communication cost/customer/month
Lead a team of approximately 20 employees
Bachelor's degree or equivalent combination of education and experience. MBA preferred
15+ years of CRM experience in progressive leadership positions
Demonstrated success creating and implementing innovative retention strategies
Extensive experience presenting results to C-Level management
Strong statistical, analytical and problem solving skills
Ability and desire to thrive in a dynamic environment requiring a “roll-up-your-sleeves” attitude
Ability to manage multiple priorities in a fast-paced environment
Detail oriented and able to produce accurate work under tight deadlines
Ability to work cross-functionally and influence without authority
Team player with excellent work habits and interpersonal skills
Self-starter who will be hands-on, show initiative and take ownership of responsibilities
Experience in subscription based business preferred
Demonstrated experience working cross-functionally, especially with Marketing, IT and Operations teams, successfully influencing others and implementing new strategies and tactics

Customer Retention Marketing Executive Primary LS Resume Examples & Samples

To develop a superior understanding of customers both qualitatively and also based on behavioural data, and support defining and segmenting existing customer base for retention marketing purposes
To support defining marketing plans to nurture and manage existing customers, driving up adoption, revenue and retention, and providing a superior customer experience aimed at improving customer engagement and long term relationship with Pearson
To support defining the development of up-sell and cross-sell Marketing plans to increase customer lifetime value, and deepen their relationship with Pearson
To support defining lead journeys for existing customer segments, and to implement lead management and lead nurturing tactics to convert them into qualified leads and purchasers of additional products
To oversee closely the handover of leads with sales and measure and seek to maximize the conversion rates
To work with the Marketing Performance team to automate lifecycle comms and triggered campaigns where appropriate
To strive to achieve set objectives and manage commercial aspects of the marketing activities and retention and revenue KPI’s. To assess performance against objectives and adjust marketing plans as required to maximise results and Return On Investment (ROI)
To implement marketing campaigns and customer lifecycle management activities through all phases of the campaign lifecycle, including creative development, audience segmentation and targeting, campaign execution, tracking response, follow up, reporting, etc., using the full marketing mix, delivering all marketing activities to the highest quality, on time, within budget and meeting campaign KPIs and goals
To be the advocate of customer engagement and retention
To gain insight into behaviours that optimizes ongoing lifetime valu
To participate in retention Marketing planning and ensure that plans are in place to underpin delivery
Use qualitative and quantitative research techniques to provide insight and intelligence on how to improve the customer experience by working with internal departments and external agencies
To present data clearly to managers across the business, ensuring insights and customer trends are provided through data
To participate in briefing other teams on Marketing campaign plans (eg sales, customer services), to ensure internal awareness and engagement in campaigns
Measure KPIs to identify profitable segments and measure segments migration, customer retention and impact on revenue, performance within key ROI
To work closely with the Acquisition and the Product Content Marketing teams to align plans, messaging and ensure we provide a consistent customer experience
From time to time, engage in special projects and tasks that go beyond the remit of the role
Have a marketing background with previous experience in a similar role
B2B marketing, and experience in some of the latest B2B marketing techniques (cross-channel lifecycle comms management, inbound marketing, marketing automation, etc.)
Customer lifecycle comms plans implementation
Working on customer satisfaction and customer experience improvement programmes
A good understanding of CRM platforms and technology
Proven campaign execution experience, including budget management
Able to create and execute marketing campaigns that utilise the full marketing mix. Experience of executing digital marketing activity to strengthen customer engagement and communication
Able to seek support form managers in effective, timely manner
Some experience of market segmentation and marketing planning

Director, SMB Customer Retention Marketing Resume Examples & Samples

Develop a comprehensive annual customer retention roadmap and plan to mitigate churn, deepen up-sell/cross-sell penetration and improve customer loyalty across the SMB business landscape
Facilitate company-wide cross-functional ownership with a singular focus to sustain and improve SMB customer retention through the identification of factors causing churn and a passion to keep and maintain customer satisfaction
Partner with Brand, Creative and Social Media Team to ensure consistent messaging, positioning and value proposition congruent with Cox Business and Cox Communications at-large and create a customer retention “wow” effect
Partner with Cox Business Consumer Insights, Product Management, Product Development, Operations, Support and Sales organization in the holistic view of SMB customer lifecycle and contact strategy and shape an internal culture to promote customer retention
Mitigate churn through proactive and reactive strategies which seek to optimize the customer experience, win back former customers, increase customer lifetime value and improve overall profitability
Align with Pricing, Campaign Management and Inside Retention teams on a comprehensive architecture and promotional pricing lifecycle strategy (onboarding to mid-life to renewal and win-back) to stimulate customer retention performance through sales and support team optimization
Bolster customer experience through the marketing oversight of adjacent growth SMB initiatives, e.g. business security, to drive increased commissioned installed sales and revenue growth
Represent the Voice of the Customer in company-wide initiatives, e.g. voice, data and digital television transformation, etc. related to the SMB space
10+ years of experience required in customer retention or related field (i.e. Marketing, Sales, Sales Operations, etc.). 7+ years of experience required if candidate possesses a related advanced degree (MS/MBA or above)
Excellent business acumen, strategic thinking, relationship building, verbal, written litening, presentation, facilitation and collaboration skills to work effectively with teams throughout organization
Requires strong knowledge of commonly used applications such Microsoft Word, Excel, PowerPoint
Proven customer-focused project and process management skills
Successful experience working in a team-driven and highly creative environment

Customer Retention Administrator Resume Examples & Samples

Managing incoming calls and extract relevant information for data capture
Working systematically through the database updating records and detailing content on initial conversations
Identifying patterns and trends in the feedback and outcome of conversations
Analysing the information received and presenting data back to the wider business
Making suggestions around marketing activity and collateral to drive further engagement
Uncover the needs and motivations of the customer base through effective questioning
Perform against set measures and monitor progress through weekly 121's
Adjust activity in accordance with guidance and feedback received

Customer Retention Executive Month FTC Resume Examples & Samples

Manage activation and churn management plans for subscription and corporate customers. Allocate budget and effort across these categories based on strategic priorities and value to News UK
Ensure that multi-channel, integrated campaigns are produced, prioritised and implemented effectively, working collaboratively with all teams within Sales and Marketing, so that customer engagement is optimised in quality and value terms
Deliver the targeted improvements in subscriber activation. Manage the reporting of KPI and other indices as per set criteria, on a daily, weekly, monthly basis
Deliver the targeted improvements in subscriber retention. Manage the reporting of KPI and other indices as per set criteria, on a daily, weekly, monthly basis
Deliver the targeted revenue and ARPU growth targets. Oversee the reporting of revenue against budget and forecast, on a daily, weekly, monthly basis
Work with Customer Experience to develop and embed a customer lifecycle management approach to retention. Build customer management and reporting capabilities around the lifecycle that enable execution, assessment and optimisation of the approach
Manage individual campaign and program budgets including all elements of the annual CRM budget
Thorough understanding of News UK business strategy and organisation particularly around multichannel subscription
Proven experience of managing complex stakeholder environments and revenue models
Thorough understanding of tools and techniques used in integrated marketing communications, direct response and analysis programmes
Thorough understanding of best practice in retention management, testing and rollout strategies
Experience of managing call centres advantageous

Senior Manager, Customer Retention Resume Examples & Samples

5+ years in a leadership position managing customer retention revenue
Experience working with ecommerce subscription models
Needs to be a creative thinker and problem solver, thrive in fast paced environment,
Prioritize and oversee multiple projects at once, have attention to detail and work well with cross functional teams
Superior project management skills with the ability to handle multiple priorities
Relentless driver for customer satisfaction/advocacy
Experience in Agile Methodology highly preferred

Head of Marketing, Customer Retention Resume Examples & Samples

Build a central team of marketing, site and analytics experts to lead the development of the customer and customer experience
Cultivate an environment where associates respect and adhere to company standards of integrity and ethics
Develop and implements strategies to attract and maintain a highly skilled and engaged workforce
Develop and leverage internal and external partnerships and networks to maximize the achievement of business goals
Develop and manage budget in area of responsibility
Develop leaders and team members in countries and Global eCommerce (GEC) benchmarking team and improve performance
Drive the development of each market's marketing capability
Lead the Global eCommerce (GEC) market shared services organization
Provide leadership and expertise
Provide overall direction for Marketing, Site and Analytics
Bachelor's degree in Business or related field
MBA or advanced degree preferred
8+ years experience in CRM and retention
Extensive industry experience in CRM/database marketing
Deep knowledge of Tableau, Omniture, Google Analytics, and/or other analytical tools
Built and led teams and influenced broader cross-functional teams
Previous eCommerce industry experience strongly preferred
Open to travel, domestic and international, as needed

Customer Retention Executive Resume Examples & Samples

Communicate clearly both orally and in written form
Drive opportunity development (including growth and qualification of pipeline in conjunction with assigned CEE and Account Executives) and accurate forecasting of the renewal and growth opportunities
Decision Quality
Negotiating

Customer Retention Agent Resume Examples & Samples

Provide extraordinary service to both our internal and external customers. Assist internal and external departments with various customer-related tasks, as requested by CS management
Contact customers whose orders were previously voided to seek opportunities to assist with replacing the order
Assist our China Customer Service Representatives with sending internal requests to other departments on behalf of our Contact Center Agents as well as assisting with any Customer Service process or procedural questions
Assist internal and external departments with various customer-related tasks, as requested by CS management
Assist with incoming Customer Service Calls to the Contact Center as needed by Management
Other Tasks as assigned by management

Customer Retention & Live Channels Resume Examples & Samples

5 years’ experience in financial services and/or direct marketing experience
2 or more years of call centre marketing experience
2 or more years of management experience
3 or more years of retention experience
Development and optimization of customer experience strategies
Strong marketing design and development skills
Knowledge of program development, pricing, implementation and strategic

Customer Retention & Development Manager Resume Examples & Samples

Minimum 5 years of experience in similar position and/or industry
Minimum 5 years of experience in managerial and leadership position
Excellent verbal and written English
Ability to create/write and articulate client business plans
Management and communication skills to organize and coach a team
Excellent discipline, computer, and communication skills

Customer Retention Agent Resume Examples & Samples

Provides "Tier-3" advanced technical support of new and existing legacy products on issues escalated from customers or Field Service teams by replicating issues, identifying bugs, and working with the respective teams to resolve them
Responsible for managing customer onboarding's which includes user training and support for varies cloud based products
Develops Test Plans and conducts product lab and field beta testing to ensure product's compliance with Postal Regulations (when applicable), functional specifications, general design parameters and customer expectations
Develop and create customer and technical training videos
Works with the relevant Marketing and R&D departments in helping develop new products by recommending performance specifications, evaluating product designs, and providing customer/field feedback
Responsible for determining when Technical Service Bulletins or Advisories are required and creating them when necessary along with any other required documentation such as Knowledge Base web content and training materials
Completes customer visits where necessary and works with all departments to ensure customer expectations are exceeded
Assist with developing and reviewing technical training course content and conducting classes as required
Supports all members of the Tier-2, Technical Training, and Field Service teams by providing supplemental training and information on new products, special tools, new technologies and/or best practices
AS degree in Computer Science or technical related area minimum. Four-year degree preferred
Network+ and/or SQL certification desired
Experience with Neopost/Hasler Shipping, Accounting and Tracking systems preferred
3 to 5 years minimum technical field experience supporting B2B PC applications and/or cloud-based solutions
Able to travel 35% of time
Knowledgeable in Microsoft Windows 7, Windows 10, SQL 2008, SQL 2012, SQL 2014, Word, Excel, Access, Visio, and Project
Experience with Mac OS X and iOS
Familiarity with Windows and Android embedded mobile devices
Technical writing skills
Accountable
Communicative
Customer Centric
Knowledgeable
Team Oriented

Customer Retention Supervisor Resume Examples & Samples

Excellent oral and written communication skills with the ability to write clear and concise instructions
Ability to set clear direction in retention/conservation function
Ability to speak effectively before groups of employees. Must have the ability to give honest and productive feedback
Manage processes, prioritize work and meet deadlines
Results-oriented
Life insurance or financial industry experience preferred
Heavy PC and phone usage
Frequently stands, walks and/or sits for extended periods of time
Very fast-paced working environment

Customer Retention Professional Resume Examples & Samples

Retention Professionals will handle inbound disconnect/downgrade calls from existing customers
Retention Professionals will reenergize our Customers experience by serving as a brand spokesperson while demonstrating a variety of retention techniques resulting in saving and retaining our current customers
Retention Professionals will identify our Customer’s needs by asking clarifying questions to effectively save and/or re-sell the value of our products and services, and articulate the features and benefits in a competitive environment through successful negotiations
Retention Professionals must be results driven and customer-focused with the ability to retain and upgrade customers by confidently creating value, resolving concerns, building relationships and persuading customers to remain loyal to Bright House Networks
Retention Professionals must be early adapters with a strong desire to monitor industry product innovations and a strong working knowledge of competitors’ products and offerings
Must possess impeccable sales, retention and communication skills while exhibiting a thirst and enthusiasm for technology
Must be skilled at identifying and tracking customer reason(s) for disconnecting/downgrading service and overcome objections in an effort to save/retain our customer
Must be a skilled results oriented, customer focused negotiator who retains the customer by listening and addressing their needs and concerns while consistently guiding the Customer towards commitment
Must have an intellectual curiosity about products/services and emerging technology with the ability to consistently exercise independent judgment and discretion when developing Customer relationships and retaining existing Customers
Retention Professionals must be willing to adjust and adapt to all aspects of the business in an ever changing work environment, while understanding dynamic performance goals, how they are measured, how to exceed them
Retention Professionals must have the ability to demonstrate dependability, flexibility and sound judgment by adhering to schedules and meeting all productivity, quality and performance standards as well as taking ownership for their own actions and all areas of the Customer’s experience
Represent Bright House Networks in a highly professional and ethical manner, and foster our Company’s reputation and image

Customer Retention Rep Resume Examples & Samples

Maintaining accurate customer master record including licenses, software expiration dates, shipping address, updating customer contact information
Conduct Customer calls with other internal depts in an effort to work through obstacles and resolve issues real-time
Responsible for accurately managing pipeline, forecasting, and committing deals daily, weekly, monthly, quarterly
Review customer accounts, offer quote consolidation and co-terming when applicable
2-3 years customer retention, sales, or collections experience required
Previous experience with CRM and/or ticketing software required
Working in a fast paced environment
Advanced product knowledge

Customer Retention Management Consultant Resume Examples & Samples

Develops strategy and executes marketing lifecycle to drive engagement and behavior change in AHA consumer population. Models and tests communication and segmentation roadmap for cross digital channel optimization
Collaborates with Development, Science and Analytics peers to define test plans and key objectives, as well as develop marketing and campaign plans. Creates and manages real-time dashboards to deliver visibility to consumer responses. Gains approval and ensures marketing strategy aligns with senior leadership goals
Produces and activates trigger-based emails. Acts as subject matter expert for CRM technical deployment
Prepares and presents creative and campaign briefs with creative team to build communications that motivate behavior and drive engagement. Manages content of CRM communication and reviews content for quality prior to moving campaigns into production
Manages and maintains ongoing calendar/schedule of deployment to optimize user response and quality of customer data/list. Communicates with internal stakeholders regarding CRM launches and results
Identifies, troubleshoots and resolves performance issues. Prepares and disseminates reports to interpret digital performance and analytics against program and AHA goals
Manages regulatory requirements and collaborates with Legal to ensure data collection and use complies with HIPPA or other protections. Reviews content strategy and contracts for adherence to AHA policies
Bachelor's Degree in Business or Quantitative Major such as Math, Engineering, Economics or equivalent
Seven (7) years of demonstrated success in CRM, database, email & direct marketing roles, preferably within a subscription or lifecycle based business
Strong organizational skills, ability to be self-directed and work independently, and demonstrated ability overcoming obstacles to deliver on deadline
Hands on experience with email marketing, SMS, mobile push and site notifications to a consumer base (at scale)
Experience using campaign management tools and Email Service Providers to execute campaigns
Advanced knowledge of relational database for development of trigger-based lifecycle programs
Solid analytical aptitude - able to evaluate customer journey and email metrics resulting in creative solutions & program optimization in line with business objectives
Ability to travel up to 15% local and overnight stay

Senior Customer Retention Executive Resume Examples & Samples

Commercial negotiation experience with a proven record to meet or exceed renewal revenue goals
Ability to work through multiple software systems. (ICP/ISP/ByD)
Proven ability to organize and prioritize tasks while being process oriented
Manage a rolling quarterly portfolio of approximately 25-35 renewals
Meet and exceed renewal revenue and any other identified profitability goals for assigned account portfolio
Working and managing through different internal and external software systems on a daily basis. (i.e. SAP CRM, MS Office, Smartsheet, etc…)
Action Oriented
Priority Setting

Customer Retention Supervisor Resume Examples & Samples

5+ years’ experience working within a call center sales environment
3+ years’ experience in a supervisor level role within a call center
Supports and develops CRR’s by providing and delivering a Best-In-Class level of coaching in areas of call center performance, use of technology, and continuous development of RIGHT model techniques. Sides by side monitoring and on the floor support will be required
Responsible for meeting team KPI’s: Contacts per Hour, Resolved Customer Complaints, Successful Overrides on Rejected accounts, RFT targets, Conversion targets, Quality Metrics, and other established metrics provided by LOB Manager
Analyze behaviors and metrics to construct and drive performance and will develop and deploy corrective performance action plans as required
Coaching & Mentoring – 80%
Administration, Reports & Operations Management – 20%

Director, Global Customer Retention Resume Examples & Samples

Achieving renewal targets within specific time frames across multiple market segments
Working with global customers daily to resolve concerns and relay the value of the maintenance renewal program
Working with global channel partners to establish/manage relationships, resolve issues, roll out training programs regarding retention/renewal process
Using NetSuite.com as a management productivity tool to measure progress daily and monitor support cases and customer interaction with all departments
Providing timely and accurate forecasts
Building and effectively leading the renewal organization through hiring, onboarding, training, development, and daily goal/objective setting
Managing direct and channel partner business transactions
Working closely with other cross-functional management teams in sales, marketing, product, finance operations, collections, customer service, and support
Provide Onsite Leadership while collaborating strategically with other functional leaders
Providing feedback to Product Management & Executives on product and customer trends
Executing on appropriate internal and external processes
Minimum of 5 years in a quota carrying role with demonstrated achievement
Minimum of 5 years management experience either in sales or customer retention
Ability to lead, motivate and execute with a team of customer retention resources
Proven ability to recruit, train and scale against aggressive growth targets and a rapidly growing customer base
Demonstrated ability to work in a fast paced, ever changing environment

Customer Retention Associate Resume Examples & Samples

Design and coordinate email campaigns to be sent through Responsys (working closely with others on the customer marketing team to deploy them)
Develop our incentive strategy, including the overall strategy, testing plan and financial impact model
Own the customer segmentation and customer lifecycle strategy, including a loyalty program for our best customers
Own the email optimization testing and iteration plan and serve as a liaison between the Analytics and Customer Retention teams
4+ years experience in B2C marketing, growth, analytics, consulting, or finance
Ability to work cross functionally with marketing and product teams
Strong analytical skillset, including proven ability in SQL
Passion for marketing that delivers large and measurable results for the business
Highly analytical, structured thinking, aptitude for separating signal from noise
Experience at a top tier consulting firm
Experience building or managing a B2C email program at scale
Experience in lifecycle marketing, engagement marketing, or CRM
Experience at a high growth tech company
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Customer Retention Account Resume Examples & Samples

Staff Development, Mentoring
Daily Progress Reporting
Quality Assurance/Process Improvement
Daily Client Program Operations Management
Provides regular supervision and mentorship over subordinate staff
Ensure regular and effective communication with subordinate staff on performance, goals, and coaching
Facilitates daily agent coaching and development sessions in both written and verbal format
Participates in client related activities to include client calibration sessions and project planning
Identify and address agent training needs
Manage team’s Kronos to ensure 0% discrepancy rate
Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc)
Manage financial implications of attrition and attendance by maintaining program-specific goals
Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)
Completion of weekly Team Manager Scorecard for review with Operations Manager
High School Diploma or GED required
Completion of PRCU Team Manager Curriculum within the first year
Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the following
Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance
Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives
Successful completion of two management level interviews
Time management skills and computer proficiency
Objectivity, professionalism and maturity
Flexibility and demonstrated ability to adapt well in a changing environment

Intern, Customer Retention Resume Examples & Samples

Analyze company data and communicate finds to Management
Identify trends, review metrics, monitor/observe calls, and ork closely with other departments as necessary to gain pertinent information
Give suggestions on findings to Management in weekly meetings
Develop presentations as necessary
Reporting on time and representation Mediacom in a professional manner at all times
Current college student pursuing undergraduate or graduate degree in Communication, Business Management, English Studies or related field
Ability to communicate effectively with internal clients and management personnel
Ability to work independently and in a group setting
Good organizational skills and excellent attention to detail
Proficiency with MS Office products such as Excel, Word, PowerPoint

Small Group Customer Retention Executive Resume Examples & Samples

50% Revenue Retention Responsibilities
Coordinate with internal stakeholders to identify clients at risk of termination and execute proactive outreach and intervention
Develop effective retention strategies and content that prove athena value and return on investment
Effectively communicate and position the athena value propostion to at risk clients
Stay up to date on industry, territory and market trends, in addition to athena product & service releases
Develop proactive retention strategies for any territory or market activity that may cause client termination
Leverage key internal data and client communication to understand root causes of attrition, client engagement, and satisfaction with athena
Collaborate with internal stakeholders to socialize key drivers for attrition and help develop solutions to address
40% Revenue & Attrition Management
Coordinate revenue and attrition management for the Small Group book of business
Leverage attrition reporting to proactively monitor attrition against quarterly targets
Analyze attrition data to identify key drivers and trends
Execute, monitor and coordinate repricing for designated clients in the existing client base
Review and respond to client rate change requests and terminations
Intervene on client non payment accounts in partnership with Finance
Issue client credit requests as needed
10% Sales Operations
Maintain data integrity of all revenue, attrition and retention management activities
Regularly review and complete outstanding tasks in Salesforce
Ensure up-to-date and complete documentation in Salesforce regarding client communication and/or key activities
Identify growth opportunities to share with Sales Executives in support of sales targets
2-4 years of corporate, client-facing work experience
1-3 years of sales and/or account management experience, ideally with experience in client retention (may include inside sales, upsell or quota)
Working knowledge of CRM, preferably salesforce
Mastery of all Microsoft Office applications, including Outlook, Word, Excel and PowerPoint
Excellent communication skills- both verbal and written
Strong ability to anticipate problems and pivot accordingly
Very strong presentation skills
Ability to build relationships and partner cross-functionally
A team player and positive attitude
Ability to build a business case and convey the value of athena and it’s network and products
Understanding of customer success functions
Exceptional organizational and time management skills
Flexibility to work unpredictable hours in a fast-paced environment

Senior Director, Customer Retention Resume Examples & Samples

Bachelors degree or equivalent work experience
7-10 years relevant management experience is required
Experience within the travel industry will be highly regarded
Experience driving customer engagement and retention through the creation and execution of integrated business plan preferred
Strategic and solution oriented sales skills
Keen project management skills with an ability to interact with and motivate others to succeed on several fronts simultaneously
Self-motivated, analytical, quick learner, organized, detail-oriented, multi-tasker
Demonstrates initiative with a results orientation, while exhibiting strong drive and leadership skills
"Team player" with demonstrated track record of collaboration with others to solve difficult problems and drive business improvement
LI-SR

Customer Retention Renewal Rep, Intermediate Resume Examples & Samples

Working with customers to resolve any issues which may be preventing them from maintaining a relationship with SolarWinds
Working with various departments across the organization to advocate for the customer and work together to resolve any issues
Following up on assigned customer software renewal quotes and/or generate custom quotes and present to the customer
Verifying pricing, licenses, expiration dates with customers and resellers globally
Resolving order issues with customer service and order management
Performing other administrative support duties as requested
Previous customer retention, sales, or collections experience
Excellent communication skills both oral and written
Good computer skills
Ability to multi-task and track multiple issues
Previous experience with CRM and/or ticketing software helpful

Director of Customer Retention & Maximization Resume Examples & Samples

Own and execute a lifecycle marketing strategy to drive repeat sales, build loyalty, increase lifetime value and reduce churn by engaging customers with the most targeted, relevant and helpful content and promotions at each stage of the customer lifecycle
Map and optimize the end-to-end customer journey by working with internal teams to identify places in the customer journey where customers disengage and then develop strategies to preemptively identify, win back and retain those customers
Develop the vision and strategy for how we will use key communication channels (including email, push notifications, text messaging and social channels) to drive trade volumes, cross-sell to different verticals and upsell (increase value of trades)
Partner with the Data team to perform customer analysis, segment customers into meaningful and actionable cohorts, conduct A/B and multivariate tests, establish reporting infrastructure, track and analyze performance, and communicate results
Use segmentation and behavioral data to personalize and optimize each customer’s contact strategy, including building a customer communication center where users can control the products they monitor and the communications they receive from StockX
Develop a strategy and program to retain and maximize power buyers/sellers and VIP customers
Set the vision for measurement and analytics, ensuring we are appropriately measuring performance and impact
Review existing tooling and suggest new software development or purchasing where appropriate
Work with cross-functional business partners, including the Content, Creative, Engineering and Marketing teams as well as external vendors to deliver campaigns and communications in a timely, detailed manner
Communicate results to the leadership team and other key stakeholders
Build out a team in due course that will be capable of serving the needs of the organization as we continue to scale
Partner with the Marketing and Product teams to recommend on-site and in-app help tools and experiences

Aftersales Customer Retention Leader Resume Examples & Samples

A strong aftersales background with experience of working with multiple dealerships
Experience of working with and managing multiple suppliers to deliver key initiatives
Experience of managing projects to agreed timescales
Ability to work with and manage multiple stake holders
Strong focus on customer satisfaction
Ability to be able to analyse key performance data and interpret this in order to understand areas of potential growth and opportunity

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