Posted:5 hours ago|
Platform:
Work from Office
Full Time
We are looking for an experienced Team Lead for managing desk Account Managers focused on building and driving a strong retention-focused strategy, reduce churn, and uncover upsell and cross-sell opportunities within existing accounts. This role is critical to strengthening long-term customer relationships. Responsibility: Team Leadership & Development: Lead, coach, and manage a team of 20 Desk Account Managers. Set and monitor KPIs around Customer Retention, Revenue Protection, Upsell pipeline, and Account Health scores. Drive daily huddles, pipeline reviews, and regular performance check-ins to ensure team success. Retention & Churn Reduction: Build and execute customer engagement strategies that focus on proactive retention & contract renewals etc Analyze usage trends, support tickets, and network quality data to pre-emptively resolve issues that may lead to churn. Implement feedback loops with Customer Service, Technical Support, and Network Ops to improve customer experience. Account Expansion & Lead Generation: Enable Desk Account Managers to nurture warm leads for product upgrades. Operational Excellence: Monitor customer lifecycle metrics and provide regular reporting on churn, NPS, and revenue impact. Cross-functional Alignment: Partner with Field Sales, Technical Support, and Product teams to ensure customer issues are quickly resolved. Experience: 7-10 years of relevant experience in Customer Experience (Domain Retention, Account Management) Skills Required: Understanding customer issues Excellent Excel Skills Retention Skills Account Management 6-9 yrs. of experience and knowledge in customer experience partnerships with co-workers and build relationships with stakeholders
SPECTRA
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Human Resources Services
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