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TalentWeb Inc 25/07/2020

Director of Customer Retention

Ref #: 560
Location: Sacramento Sacramento 3112 O Street California 95816
Salary: $150,000
Sector: Customer Success
Type: Permanent
TalentWeb Recruitment & Staffing is searching for a Director of Customer Retention for a full-time, direct-hire position. This position is 100% remote. The Director of Customer Retention will focus on the retention and renewal of an existing SaaS customer base. The ideal candidate is technically savvy and has financial or insurance industry experience. 

Essential Job Functions & Responsibilities:

  • Skilled in communicating with “C” level executives. 

  • Develop and implement the Relationship Management program 

  • Create customer loyalty with regular and consistent communication, feedback and exemplary support.

  • As product expert, ensure clients are utilizing the tools and resources available to them to their fullest extent by exploring what is being used and conducting education and training exercises to expand usage.

  • Establish cadence structure for customer communication and Executive Business Reviews and administer as appropriate.

  • Work with Sales and Success teams to coordinate communication and Executive Business Review content to facilitate renewals and ongoing customer engagement.

  • Work with the Marketing, Sales, Payment Operations and Product team to drive engagement 

  • Establish & maintain relationships with internal technology/product teams and external technology vendors and customers.

  • Role requires extensive travel throughout the US.

  • Communicate with key stakeholders internally and externally.

  • Interface with technical teams to ensure timely deliverables.

  • Other duties as assigned.

Skills & Qualifications:

  • Excellent customer service and relationship management skills.

  • Proven leadership skills.

  • Team player; works collaboratively with all departments to achieved desired results.

  • Excellent communication skills, able to express ideas, concepts and facts in a professional manner.  Ability to communicate positive and negative information in a non-confrontational manner.

  • Ability to understand business strategies and translate those to a functional and technical perspective.

  • Ability to gather information on competitor technologies.

  • Abreast of industry trends in the business and technology sectors.

  • Ability to travel onsite to customer locations.

Experience & Education:

  • Bachelor’s Degree in Business or equivalent experience.

  • Minimum 7 years’ experience leading customer relationship management functions in insurance, payments or other financial industries. 

  • Audit experience a plus