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Partner Manager of Customer Retention

Job Title
Partner Manager of Customer Retention
Job ID
27428271
Location
ATLANTA,  GA 30328
Other Location
Description

EarthLink is currently looking for a Partner Manager of Customer Retention to join our team in Atlanta, Georgia.

Your Role:

The Partner Manager of Customer Retention (PM-CR) will support a portfolio of EarthLink Products. The incumbent will drive a retention strategy & tactics for these products. In addition, manage escalations via Social Media and Governmental and Non-governmental agencies. She/he will also drive high quality engagements with customers while working with operational partners to ensure success.

The PM-CR will report to the Director of Customer Service and serve as a member of the Customer Support Team. This position coordinates with the relevant functions and departments, leads across content management, product marketing, thought leadership and training. This person should bring ideas, experiences and B2C best loyalty and retention strategies that have proved to drive real business results.

Primary Responsibilities – Customer Retention (Saves)

  • Coordinate both internal and external vendor management tasks.
  • Ensure contractual agreements are met.
  • This position requires International Travel.
  • Manage Key Performance Indicators (KPIs) for Escalation, Retention sites.  Review metrics on a daily, weekly and monthly basis and identify quick win performance enhancements and measure against forecast. 
  • Work with the Sr. Manager of Customer Experience and the Marketing team to develop a deep understanding of what resonates with our customers and optimize content/messaging via Social Media to keep influencers and contributors satisfied.
  • Facilitate the transactional responses to BBB and agency complaints with this team to ensure we keep a high BBB / Agency Score, and its contributors satisfied. 
  • Manage KPIs to ensure the level of urgent response to these highly sensitive customer escalations are being conducted methodically.
  • Own and manage the Saves Tool functionality and fine tuning (configurations) to ensure the Retention teams out in the field are provided to most optimal Save Offers for the opportunity presented by the customer. This also includes constant improvement of the tool from a requirements / development perspective
  • Own and manage the operational relationship with the Retention/Escalation teams in the field. This includes constant communication of retention opportunities, related impacts to the customer base, and overall health and wellness of the relationship.
  • Build parallels between the Customer Loyalty campaigns and the Retention campaigns to have a unified and cohesive message to govern our efforts and achieve success.
  • Analyze and adjust, as needed, the agent call flow process and current offers to retain customers and maximize revenue retention.
  • Review and enhance training documentation to ensure our Retention methods are relevant to the current climate of competition.
Pay Range
$75,000.00   Annually to $85,000.00   Annually

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