Retention Manager

Role Title: Retention Manager

ECLARO: A quick Summary
ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E® Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.
Key Responsibilities:
•Customer Data Analysis:

• Analyzing customer data (usage patterns, support tickets, feedback) to identify trends and predict potential churn.

•Proactive Engagement:

• Reaching out to at-risk customers with personalized support, training, or offers to address their concerns and demonstrate value.

•Relationship Building:

• Developing strong relationships with customers to understand their evolving needs and ensure they are getting the most out of the product.

•Feedback Collection

• Gathering feedback from customers through various channels (surveys, feedback forms, support interactions) to identify areas for improvement in the product or customer experience.

•Collaboration:

• Working with other teams (sales, product, marketing) to implement solutions and improve the overall customer journey.

•Retention Strategy Development:

• Developing and implementing strategies to improve customer retention, such as loyalty programs, educational resources, or personalized onboarding.

•Performance Tracking:

• Monitoring key metrics (churn rate, customer lifetime value, customer satisfaction) to track the effectiveness of retention efforts and identify areas for optimization.

•Problem Solving:

• Troubleshooting customer issues and providing solutions to ensure customer satisfaction and retention.

•Upselling/Cross-selling:

• Identifying opportunities to increase customer value through upselling or cross-selling of additional products or services.

Skills and Qualifications:
•Communication Skills:

• Strong verbal and written communication skills to effectively interact with customers and internal teams.

•Analytical Skills:

• Ability to analyze data, identify trends, and draw insights to inform retention strategies.

•Problem-Solving Skills:

• Ability to identify and resolve customer issues and troubleshoot technical problems.

•Customer Focus:

• A strong customer-centric mindset and a passion for providing excellent customer service.

•Technical Proficiency:

• Familiarity with SaaS products and the ability to understand and explain technical concepts to customers.

•Experience:

• Previous experience in customer success, account management, or sales is often preferred.