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VP of Retention CES

Company: Software Services, Boston, MA
Location: Boston
Posted on: May 19, 2019

Job Description:


The Vice President of Business Unit Customer Retention (CES) is responsible for overseeing the development of a short and long-term retention strategy for the Company CES Business segment. you will develop and deploy a retention and customer churn strategy while identifying the root cause of poor performance through marketing, data, and predictive analytics and translates them into actionable solutions and key insights. You will oversee the promotion and orchestration of all retention activities and plans to ensure success.

Responsibilities Design retention strategies, based on the product/BU’s strategy and competitive landscape, to drive step-change improvement in each BU’s retention rates Develop product specific retention playbooks focused on communicating the products’ value propositions as well as saving high-churn risk customers (e.g., discounting thresholds for save desks) Create policies to determine how the post-sales teams should prioritize their customers (e.g., Customer queues for CS and Renewal Reps based on health score, current spend, potential value, etc.) Improve post-sales orchestration and collaboration (e.g., Renewal Reps, CS Reps, Customer Support, etc.) to successfully implement retention strategies Develop clear rules of engagement across various post-sales teams for each customer segment Set policy, in conjunction with the various leaders, on when and how customers are assigned to CSMs and Renewal Reps (e.g., refining coverage model and role ratios) Coordinate closely with the Sales and Care BU leaders to ensure retention strategies and playbooks are being executed Develop dashboards with relevant KPIs and refine incentive structures to increase alignment between the various post-sales team Identify and assign retention related KPIs for each post-sales role (e.g., usage/ adoption targets for CSM, monthly renewal targets, target inbound save rate, etc.) Jointly design incentive structures with various execution leaders to drive desired retention outcomes with different post-sales leaders Design a best-in-class post-sale digital journey for no/low-touch customers Collaborate with Marketing, Product, Care and Sales to identify the key moments of truth for the product’s customer journey and necessary digital interaction (e.g., email, in-product messaging) to drive improvements in retention Coordinate and collaborate closely with pricing team (within the BU org.) to develop pricing schemes to reduce customer churn Identify pricing bundles or discounting strategies to tackling pricing competition Develop win-back offers with pricing and discounting schemes to be implemented by save desks Partner closely with the centralized analytics team to drive critical decision-making and actions across the organization Develop and refine existing health scoring models to increase accuracy and predictability of potential customer churn Build a robust net retention model and dashboard to break it down into its component parts (e.g., upsell, cross-sell, etc.) to drive the organization’s focus on the most critical challenges driving low retention Qualifications 10+ years of related experience in high tech companies delivering SaaS products in sales, customer support, customer engagement, customer experience technologies preferred Experience collecting, cleaning, and analyzing sales data to drive continuous improvement and prove the efficacy of retention programs Self-motivated and organized with a strong desire to succeed and grow as we grow Collaborative and flexible mindset Ability to work across various cultures globally; familiarity with international business culture required Ability to Travel (30%) Bachelor’s degree strongly preferred; Master's degree strongly preferred.

Keywords: Software Services, Boston, MA, Boston , VP of Retention CES, Executive , Boston, Massachusetts

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