Our client, a reputable firm in the internet service provider sector, is recruiting to fill the position below:
Job Title: Customer Relationship / Retention Manager
Location: Lagos
Employment Type: Full-time
Responsibilities:
- Planning data-led churn reduction tactics and overseeing implementation in a customer-first manner.
- Monitoring relevant metrics for customer goals and keeping account overviews.
- Creating automated processes for churn precursors and communicating with customers proactively whenever they’re in danger of churning to prevent support issues, foster customer loyalty, and promote good business relationships.
- Analyzing accounts, researching customer behavior, and creating predictive models of the customer journey.
- Reaching out to customers before their respective renewal dates to negotiate contracts.
- Implementing credit card expiration date notifications, dunning emails, direct debit payments, or account updaters to prevent involuntary customer churn.
- Working with expansion and upsell managers (or other CS team members) to create upsell and cross-sell offers that directly address known customer pain points.
- Analyzing churn reasons, creating an offboarding process and checklist, and conducting offboarding interviews to determine why customers are leaving.
Requirements:
- Must have a B.Sc. in Information Technology or any related field
- MBA in Customer Support is an added advantage.
- Must have a Minimum of 5 years proven experience in Customer Success or Customer Support
- Excellent communication skills
- An ability to transform customer conversations into business-driving relationships while still managing to serve the customers’ goals as best as possible.
- Advanced knowledge of churn reduction tactics and experience implementing them to save accounts from churning.
- High emotional intelligence and empathy skills.
- Customer service skills.
- Strong analytical and goal-oriented mindset backed by basic-to-advanced project management knowledge.
- Advanced IT&C knowledge and capabilities, experience with automation, and ability to learn new software tools on the job.
Salary
N300,000-N600,000 Monthly.
Application Closing Date
10th March, 2025.
How to Apply:
Interested and qualified candidates should send their CVs to: recruitment@willerssolutions.com using the job title as the subject of the mail.
