Manager, Commercial Retention

Superior Plus • Rochester, NY

7d • $95,000 - $100,000

About The Position

Reporting to the North American Vice President, Commercial Growth and Retention, the Manager, Commercial Retention is responsible for managing a team of retention specialists, focusing on reducing customer churn within the Commercial client base. You bring a deep understanding of our customer retention strategies, sales process, process improvement, and data analysis to drive successful retention outcomes. Why join us: Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do.Competitive Compensation: We offer a highly competitive compensation and total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly.Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively.Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial and social well-being.Opportunity: A continuous focus on professional development with many opportunities for training & career growth.Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.

Requirements

• Post secondary education in Business Administration, Commerce, Economics or Finance.
• Three to five years of sales leadership experience.
• Proficiency in CRM systems, including Salesforce, and experience with data analysis & reporting, customer segmentation & targeting, and retention strategy development.
• Expertise in client conversation, cross-functional team collaboration, negotiation and influence, dynamic presentations, and professional written communication across reports, emails, and messaging platforms.
• Strong problem-solving, strategic thinking, and proactive innovation across short-term and long-term challenges.
• Collaborative mindset with sound judgment, customer focus, and regulatory awareness.
• Data-driven decision-making with an eye for operational efficiency and continuous improvement.
• Valid driver’s license and access to a vehicle.
• Legal Authorization to work in the US is required. We will not sponsor individuals for employment visas now or in the future for this job opening.

Responsibilities

• Lead, mentor, and manage a team of commercial retention specialists.
• Foster a collaborative and high-performance team environment focused on customer retention and satisfaction.
• Develop and implement training programs to enhance team skills and knowledge.
• Create and oversee processes and metrics related to commercial customer retention, loyalty, and churn.
• Develop and execute strategic plans to reduce overall commercial attrition.
• Implement initiatives to enhance customer loyalty and satisfaction.
• Manage contract renewals and pricing for existing, assigned, commercial customers.
• Oversee inbound and outbound account management and customer support activities.
• Ensure timely and effective resolution of customer issues and inquiries.
• Analyze customer accounts and buying behavior to identify trends and opportunities for improvement.
• Develop and present regular reports on retention metrics and performance.
• Utilize data to make informed decisions and drive continuous improvement in retention efforts.
• Work closely with operations, service/delivery, and marketing to ensure alignment and support for retention initiatives.
• Provide feedback on solutions and improvements based on customer input.
• Continuously evaluate and improve retention processes and workflows.
• Implement best practices and innovative solutions to enhance efficiency and effectiveness.

Benefits

• Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do.
• Competitive Compensation: We offer a highly competitive compensation and total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
• Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively.
• Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
• Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial and social well-being.
• Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
• Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees