Customer Retention Program Director
Customer Retention Program Director
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1 Vacancy
Job Description
SUMMARY
The Customer Health Program Director is a proven leader responsible for partnering with other Customer Success leadership in scaling the customer success organization. The Customer Health Program Director is responsible for developing and deploying risk analysis and retention strategies to reduce customer attrition. The Director will drive a results-oriented culture and will architect execute and continuously improve operational plans and processes.
PRIMARY RESPONSIBILITIES
- Design and buildout customer health risk and retention analytics.
- Lead cross functional development expansion and rollout of risk identification program tracking and actioning.
- Utilize data insights to make informed decisions and create targeted retention campaigns.
- Evaluate risk drivers across products to make strategic decisions & align resources across teams.
- Analyze customer data to identify patterns trends and factors affecting customer retention.
- Drive and measure key customer success metrics such as customer sentiment customer retention rates upsell/expansion opportunities and develop strategies to improve these metrics.
- Monitor and analyze competitors retention strategies to identify areas for improvement and stay ahead in the market.
- Prepare reports and presentations on customer retention metrics and the effectiveness of retention strategies for management and stakeholders including creative visualization of data to tell a compelling story.
- Partner with Customer Success leadership to define & execute on our RealPage Customer Success strategy.
- Define processes to plan prioritize execute and measure success of CS initiatives.
- Develop a comprehensive understanding of RealPage platform capabilities to maximize business value creation and drive outcomes for our customers.
- Inspire and promote a Customer Success mindset across the organization.
- Coach mentor team at various experience levels.
- Set expectations provide goals and manage priorities to contribute to team objectives.
QUALIFICATIONS
- Bachelors Degree or equivalent experience
- 8 years of experience in a SaaS environment working in an operations or retention role preferably supporting customer success or sales.
- 7 years in a leadership role
- Prior experience as Customer Success Manager for complex SaaS solution preferred.
- Prior experience in data analytics and project management or Agile methodologies
- Ability to work extended hours as needed (may be required at times).
- Ability to travel up to 25%.
KNOWLEDGE/SKILLS/ABILITIES
- Deep analytics background (analysis & visualization of customer analytics)
- Proven record of driving retention and reducing churn of the customer base.
- Excellent written and verbal communication skills.
- Experience with various CRMs and CSM Platforms including Salesforce and Gainsight
- Comfortable working with all levels of the RealPage organization including C-Level.
- Demonstrated understanding of value-drivers in recurring revenue business models.
- Excellent time management organization and communication skills (both verbal and written).
- In-depth knowledge and hands-on experience with Microsoft Power BI or similar applications (MicroStrategy Tableau etc.). This includes expertise in creating dashboards reports data models and managing data connections.
- Proficient in Microsoft Office Suite specifically Word Excel PowerPoint.
- Aptitude to learn complex software programs.
SALARY AND BENEFITS
- RealPage provides a competitive salary package along with a comprehensive benefit plan that includes:
- Health dental and vision insurance.
- Retirement savings plan with company match.
- Paid time off and holidays.
- Professional development opportunities.
- Performance-based bonus based on position.
Compensation may vary depending on your location qualifications including job-related education training experience licensure and certification that could result at a level outside of these ranges. Certain roles are eligible for additional rewards including annual bonus and sales incentives depending on the terms of the applicable plan and role as well as individual performance.
Equal Opportunity Employer: RealPage Company is an equal opportunity employer and committed to creating an inclusive environment for all employees.
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Required Experience:
Director
Employment Type
Full-Time
