411 Locals is a top US & Canada SEO digital advertising agency, having served 70 000 customers over 15 years.
We help local businesses grow their market presence through local SEO and multiple other customized strategies, including website design and development, social media marketing, and content creation.
We have business presence in 5 countries across 4 continents, continue our ambitious growth, and boast an A+ rating from the Better Business Bureau.
We have a passion and the expertise to help small and medium sized businesses through digital marketing.
411 Locals is looking for an ambitious and motivated Revenue Protection PM to help guide us on the next phase of our company's rapid growth.
Function
Develop and implement a portfolio of initiatives that focus on continuously improving the customer retention rate.
Serve as a close partner to all CS departments and work across all company divisions to drive awareness, change and improvements in all areas that impact customer retention.
**Responsibilities**:
- Responsible for the identification and action of key drivers that result in customer cancellations.
- Responsible for effectively facilitating change while mitigating risk to the current business using change, program, and project management best practices.
- Use data to validate assumptions, forecast impact and measure results on all recommended and approved initiatives.
- Engage Customer Success leadership to define and prioritize the key drivers of customer cancellations.
- Define and successfully launch, monitor, and continuously improve retention improvement initiatives that deliver positive results.
- Partner with Sales, Marketing, Advertising, IT and other key stakeholders to ensure cross-functional transparency, accountability, and on-time delivery of commitments on initiatives.
- Identify and correct process gaps, marketing campaigns and proactive outreach triggers that will improve customer experience while simultaneously driving desired business results.
- Collaborate with training and operations to ensure departmental readiness for new programs, process changes, and opportunities to enforce customer-centricity throughout each department within Customer Success.
- Action customer feedback and insights to drive improvements across the business.
- Identify and analyze data to quickly understand trends and take immediate action to minimize risk and impact.
- Other duties as assigned.
Minimum Requirements:
- Bachelor's degree required (work experience may be substituted for education)
- 3-5 years building, executing, and/or improving programs focused on customer retention in a recurring revenue business.
- Six Sigma Green belt required; Back belt preferred.
- Proven record of accomplishment of working with cross-functional stakeholders and making strategic recommendations to evolve high-profile, high-impact programs.
- Must be highly organized, collaborative, and possess exceptional time management skills, with the ability to effectively juggle multiple projects and deadlines.
- Sound business judgment, a proven ability to influence others, analytical skills, and a proven record of accomplishment of taking ownership and delivering results.
- Strong program and/or management skills with the ability to identify and solve problems quickly with mínimal guidance.
- Strong attention to detail and a desire to make a difference.
- Curiosity about how things work and the "why" behind them.
Work Conditions
- Remote
- Based on management decision, travel requirements will be updated.
Compensation:
- Base salary + bonus
- Attendace and Working from Home bonus
- Performance bonus based on KPI's including, but not limited to:
- 100% Net Revenue Retention
- Month-over-month increase in Save Rate
- Month-over-month improvement in Save Quality
Tipo de puesto: Tiempo completo
Salario: $39,000.00 - $40,000.00 al mes
Pago complementario:
- Bono de asistencia
- Bono de productividad
- Bono de puntualidad
Tipo de jornada:
- Turno de 8 horas
Pregunta(s) de postulación:
- How many years of Retention Key Account Experience do you have?
- Do you have an advanced english level?
- Do you have Six Sigma Belt certification?