Manager - Retention Specialist

About TargetBay:

TargetBay is a fast-growing eCommerce marketing automation SaaS company based out of Chennai and Atlanta. Clients use our products to increase their online sales through our personalized email marketing and reviews technologies. We have over 3,000 eCommerce companies using our product.

Job Summary:

We are seeking a skilled Retention Specialist to join our dynamic SAAS product company. As a Retention Specialist, you will play a crucial role in driving customer loyalty and maximizing user retention. Your primary responsibility will be to develop and execute effective strategies to engage, support, and retain our existing customer base. You will work closely with the customer success, sales, technical, product and marketing teams to ensure customer satisfaction and long-term success.

Responsibilities:

1.    Develop and implement retention strategies and initiatives to reduce customer churn and increase customer lifetime value.

2.    Proactively engage with customers to understand their needs, address concerns, and provide solutions to drive satisfaction and loyalty.

3.    Monitor customer health metrics and identify at-risk accounts. Take appropriate actions to mitigate churn and retain valuable customers.

4.    Collaborate with the customer success team to onboard new customers effectively and ensure a smooth transition from sales to implementation.

5.    Conduct regular customer check-ins to assess satisfaction levels, identify upsell/cross-sell opportunities, and gather feedback for product improvement.

6.    Analyze customer data and usage patterns to identify trends and insights for improving customer experience and product adoption.

7.    Collaborate with cross-functional teams and the marketing team to develop targeted communication campaigns, product updates, and educational resources to engage and retain customers.

8.    Provide product training and support resources to customers, ensuring they fully understand and utilize the features and functionalities of our SAAS product.

9. Maintain accurate and up-to-date customer records in the CRM system, documenting interactions, feedback, and account activities.

10. Develop and execute personalized customer retention plans based on segmentation and customer behavior analysis.

11. Collaborate with the product team to gather customer insights and feedback, ensuring that customer needs are represented in product roadmap discussions.

12. Develop and deliver regular customer success webinars, training sessions, and workshops to educate customers on best practices and new product features.

13. Stay up to date with industry trends, competitors, and market dynamics to proactively identify potential risks to customer retention and develop mitigation strategies.

14. Monitor customer satisfaction metrics, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and churn rates, and take actions to continuously improve customer satisfaction and loyalty.

Requirements:

1.    Bachelor's degree in Business Administration, Marketing, or a related field.

2.    Proven experience in customer retention, account management, or customer success roles, preferably in a SAAS product company.

3.    Strong understanding of customer lifecycle management, customer segmentation, and customer success best practices.

4.    Excellent communication and interpersonal skills, with the ability to build rapport and establish long-term relationships with customers.

5.    Analytical mindset and proficiency in data analysis tools to derive insights and make data-driven decisions.

6.    Familiarity with CRM systems, customer support software, and marketing automation tools.

7.    Self-motivated and results-oriented, with the ability to work independently and as part of a team.

8.    Exceptional problem-solving skills and the ability to handle customer escalations with professionalism and empathy.

9.    Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.

10. Passion for technology and digital marketing

11. Experience in handling US Customers is mandate

We offer competitive remuneration, ongoing professional development opportunities, and the chance to work with a diverse portfolio of clients in a collaborative and creative environment.

TargetBay is proud to be an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees.