Sr Customer Retention Specialist

Arium Networks • Canonsburg, PA

2d • $83,100 - $114,300 • Hybrid

About The Position

Responsible for the independent day-to-day management of strategic venue relationships and customer account activity in an effort to minimize contractual variances related to the financial obligations of commenced agreements/contracts. This role is focused on supporting and retaining venue partners through proactive relationship management, resolution of complex contract issues and disputes, and delivery of exceptional customer service that strengthens long-term partnerships and supports the growth of the company's wireless infrastructure portfolio.

Requirements

• Bachelor’s Degree in Business or related discipline
• Minimum of five (5) or more years in accounting, customer service, financial analysis, and/or contract administration.
• Minimum of two (2) or more years in customer service, project management, and/or contract management.
• Demonstrated mastery in MS Excel; working with multiple spreadsheets, 25,000+ lines of data, pivot tables and V lookups.
• Contract interpretation background
• Excellent customer service skills
• Analysis and Reporting – confidence to accurately present data to all levels of management
• Project Management skills – develop plan to meet goals and see immediate and long-term impacts of actions
• Communication skills – presentation, leadership, and negotiation skills
• Independent judgment and creativity applied to negotiating and resolving contract issues
• Ability to influence professionals with different objectives and/or focus

Nice To Haves

• Master’s Degree preferred
• Previous supervisory experience preferred

Responsibilities

• Support strategic venue partnerships by developing strong stakeholder relationships, proactively addressing customer concerns, and collaborating across teams to drive long-term retention and business growth.
• Serve as subject matter expert on complex contract issues and provide support and guidance to other team members.
• Negotiate directly with customers on existing contract terms to accomplish company quarter and year-end cash flow and revenue assurance goals.
• Analyze revenue streams and contract terms in conjunction with accounts receivable balances in order to prioritize open balances and identify trends.
• Develop action plans to resolve contractual variances within definitive time periods to ensure revenue and account balances are recorded accurately.
• Analyze multiple data points to categorize issue drivers, complete trend analysis, identify changes in revenue, and mitigate financial risk to the company.
• Develop reporting, correspondences, presentations, etc. to facilitate resolutions with internal departments and Customers.
• Independently manage a portfolio with the average responsibility of 15,000 sites with associated $10M+ in monthly revenue and cash flow.
• Minimize future variances through mastering contract knowledge, internal and external operating systems and processes.
• Work in partnership with team members and management to develop and deliver customer presentations to both internal and external audiences.
• Collaborate with and mentor team members on customer retention best practices to ensure consistent and timely problem solving.
• Deliver unparallel customer service through communication with Customers, internal departments, and senior management.
• Research, analyze, and facilitate/process billing where appropriate to ensure contract compliance.

Benefits

• Comprehensive healthcare plans with highly company subsidized premiums and annual company contribution to your Health Savings Account (HSA base plan for employee and dependents).
• Market-leading 401(k) plan, which includes up to 10% company contributions through our 5% match and 5% profit sharing program (based on employee contributions).
• New-child leave up to 8 weeks of 100% paid leave upon birth or legal adoption of a new child. Birth mothers are eligible for up to 8 weeks of additional 100% paid medical leave.
• Tuition reimbursement for eligible tuition and fees.
• Generous paid time-off for eligible full-time employees (minimum 18 days per year based on years of service).
• 10 company holidays plus 2 floating holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior