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CPI Security · 3 months ago

Customer Retention Manager

Charlotte, North Carolina, United States

Full-time

Onsite

Mid, Senior Level

$90K/yr - $120K/yr

CPI Security is a national leader in residential and commercial security solutions, headquartered in Charlotte, North Carolina. They are seeking a transformative and high performing Customer Retention Manager who will manage the attrition process and implement customer retention strategies to increase loyalty and drive sales.

Business DevelopmentBusiness IntelligenceSecurity

Responsibilities

Lead a team of CFL supervisors and representatives to facilitate the operations and activities within the CFL department including managing the attrition process, overseeing progress of Company resigns and Rmoves (including internal and external sales), responding to customer questions and concerns, and educating customers on proper use and maintenance of CPI Security system

Field escalated customer issues within CFL Department and demonstrate the aptitude to diffuse difficult situations and provide resolution to the customer

Monitor calls fielded by CFL Representatives to observe employee demeanor, professionalism, courteousness, accuracy and overall conformity to company policy and procedures and provide constructive critique and coaching when needed

Develops and maintains a high-performing, fun and energetic culture through an action-oriented, desire-to-win leadership style

Responsible for KPI’s including, but not limited to: Rmove conversion, Resign conversion, Attrition rate, Service Level/ Average Speed Answer, Productivity, and more

Build and maintain a high-performance team, and an engaging culture of excellence that includes, evaluating, developing, and motivating CFL representatives to achieve departmental success

Create an environment that attracts and retains top talent. This includes identifying and providing growth opportunities for high performing employees

Developing a talent strategy that attracts and retains a certain skill set needed for a high performing and evolving Sales and Customer Retention team

Refine, implement, and manage metrics, KPI’s, best practices, and workflow utilizing ERP and CRM analytics to consistently measure and improve performance to meet revenue targets

Record and monitor all daily team activities in CRM for needed actions and follow ups

Continuously look for process improvement opportunities and encourage employees to contribute new ideas and solutions to problems

Qualification

Customer retention strategiesKPI managementTeam leadershipCRM analyticsAnalytical skillsProblem solvingCommunication skills

Required

Must be able to effectively lead, manage and motivate others

Demonstrate malleability and aptitude to learn, process and effectively implement new policies and procedures as corporate standards are modified over time

Must be able to successfully communicate and train direct reports on all policies, procedures and processes required to meet or exceed departmental requirements and goals

Must maintain a high level of product knowledge, including, but not limited to: current product features and specifications, current corporate promotions, pricing, and discounts

Ability and willingness to perform at a high level of competency to meet or exceed departmental standards while upholding the best interests of the customer and the company

Must be able to develop and sustain positive and harmonious working relationships with all customers, colleagues and direct reports

Strong verbal, written, analytical and computer skills

Good problem solving and decision-making abilities