Manager - Customer Success

As a Customer Success Manager at Salescom Services, a subsidiary of ABI Business Services, your role will involve leading strategic efforts to retain existing customers, renew contracts, and win back former clients in the telecommunications sector. Your success in this role will depend on your proactive mindset, strong commercial acumen, and deep understanding of customer lifecycle management. Collaborating closely with the board and cross-functional teams, you will design and execute retention strategies aligned with business goals. Key Responsibilities: - Customer Retention Strategy: Develop and implement campaigns to reduce churn and enhance customer loyalty. - Contract Renewals: Manage end-of-term negotiations, ensuring timely renewals and identifying upselling opportunities. - Win-Back Initiatives: Identify and re-engage former customers through targeted outreach and customized offers. - Customer Insights & Feedback: Analyze churn data, conduct exit interviews, and utilize insights to improve retention tactics. - Cross-Functional Collaboration: Work with Sales, Customer Service, and Marketing to ensure a seamless customer experience. - Performance Monitoring: Track KPIs like churn rate, renewal rate, and win-back success; report to senior leadership. - CRM Management: Maintain accurate records of customer interactions, renewal status, and campaign outcomes. Qualification Required: - Proven experience in customer retention, renewals, or account management, preferably in the telecom industry. - Proven leadership experience. - Strong negotiation and communication skills. - Data-driven mindset with expertise in churn analysis and customer segmentation. - Ability to lead and motivate a small team or work independently. - Familiarity with CRM platforms such as Salesforce, Zoho, Freshdesk. - Strategic thinking with a 'Business First' approach to decision-making. As a Customer Success Manager at Salescom Services, a subsidiary of ABI Business Services, your role will involve leading strategic efforts to retain existing customers, renew contracts, and win back former clients in the telecommunications sector. Your success in this role will depend on your proactive mindset, strong commercial acumen, and deep understanding of customer lifecycle management. Collaborating closely with the board and cross-functional teams, you will design and execute retention strategies aligned with business goals. Key Responsibilities: - Customer Retention Strategy: Develop and implement campaigns to reduce churn and enhance customer loyalty. - Contract Renewals: Manage end-of-term negotiations, ensuring timely renewals and identifying upselling opportunities. - Win-Back Initiatives: Identify and re-engage former customers through targeted outreach and customized offers. - Customer Insights & Feedback: Analyze churn data, conduct exit interviews, and utilize insights to improve retention tactics. - Cross-Functional Collaboration: Work with Sales, Customer Service, and Marketing to ensure a seamless customer experience. - Performance Monitoring: Track KPIs like churn rate, renewal rate, and win-back success; report to senior leadership. - CRM Management: Maintain accurate records of customer interactions, renewal status, and campaign outcomes. Qualification Required: - Proven experience in customer retention, renewals, or account management, preferably in the telecom industry. - Proven leadership experience. - Strong negotiation and communication skills. - Data-driven mindset with expertise in churn analysis and customer segmentation. - Ability to lead and motivate a small team or work independently. - Familiarity with CRM platforms such as Salesforce, Zoho, Freshdesk. - Strategic thinking with a 'Business First' approach to decision-making.