Project Manager - Customer Retention

Role Overview

customer facing Project Manager

US voice and retention experience

pre install homeowner communication

single point of contact

survey and pre installation phase

not a support role

customer retention and coordination role

Key Responsibilities

• Act as the Project Manager for assigned customers during the pre install phase
• Call US homeowners to confirm and reschedule site surveys and installations
• Proactively manage customer expectations around timelines and delays
• Handle frustrated or cancellation prone customers and retain projects before installation
• Communicate next steps clearly and confidently to maintain customer trust
• Coordinate internally with operations, scheduling, and field teams
• Document conversations and project updates accurately
• Ensure projects move forward without customer drop off
  

Requirements

Required Experience and Skills

• 3 to 6+ years of experience in US or UK voice process
• Prior experience in customer retention, save desk, escalations, renewals, or high ticket appointment setting
• Experience owning customer communication end to end
• Excellent spoken English with a neutral international accent
• Strong objection handling and de escalation capability
• Ability to communicate with authority while maintaining empathy
• Comfortable managing multiple customers and timelines simultaneously
• Stable work history in international BPO or customer facing roles
  

What This Role Is NOT

• Not entry level
• Not back office or non voice
• Not basic customer support or script reading
• This role requires tenure, maturity, and ownership mindset