Customer Retention Manager

GFL Environmental•Southfield, MI

About The Position

The primary responsibility of a customer retention manager is developing strategies to keep existing customers loyal, reducing customer churn, and maximizing long-term revenue.

Requirements

High School Diploma or GED.
Five (5) or more years’ experience of consultative sales or customer retention experience.
Microsoft Office experience.
Salesforce or other CRM experience.
Valid state-issued driver’s license.
Ability to generate and manage leads, opportunities, and contract negotiations to close business.
Effective influential, selling, and closing skills.
Ability to read, write, and comprehend reports and associated documents.
Ability to understand and follow oral and written instructions.
Ability to prioritize workload and meet time sensitive deadlines.
Strong work ethic, demonstrating integrity, trust, and maintain confidentiality.
Strong interpersonal skills, including effective presentation and listening skills.
Demonstrate continuous effort to improve operation, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
Excellent analytical, attention to detail, and problem-solving skills.
Valid work authorization in the country where the job is located is required.
Successful candidates will be required to provide valid documentation confirming their eligibility to work in the country where the job is located prior to their start date.

Responsibilities

Maintain and retain existing customers by building long lasting business relationships.
Effectively support the retention process when needed in both a sales and customer service capacity.
Respond to inbound calls and certified mail cancellations letters; contact appropriate departments if customer cannot be retained.
Perform contractual resign of agreements with existing customers.
Maintain an awareness of market behavior and competitive trends in a designated market to anticipate changing customer needs.
Negotiate with all customers to retain the relationship and associated revenue during pricing initiatives.
Maintain thorough knowledge of company’s available services per lines of business, pricing structures, and offer additional services specified by customer.
Increase company visibility through participation in company sponsored activities, trade shows, Chamber of Commerce events, and similar activities.
Partner with Customer Service and Operations department.
Perform site visits.
Responsible for an effective and collaborative hand off process from new account attainment to existing account development.
Responsible for creating and managing an account penetration plan that is in line with the company’s growth objectives.
Utilize Salesforce on a daily basis, scheduling and documenting all activities for new business opportunities.
Responsible for achieving and/or exceeding monthly retention and growth quota.
Assist accounts receivable with collection efforts and activities.
Performs other job-related duties as assigned.