• Application Deadline: Mon, 10 Mar 2025 00:00:00 GMT
• Position: Customer Relationship / Retention Manager



• Job Type Full Time



• Qualification BA/BSc/HND , MBA/MSc/MA



• Experience 5 years



• Location Lagos




• Job Field ICT / Computer 
  
  

Responsibilities

• Planning data-led churn reduction tactics and oversee implementation in a customer-first manner.


• Monitoring relevant metrics for customer goals and keeping account overviews.


• Creating automated processes for churn precursors and communicating with customers proactively whenever they’re in danger of churning to prevent support issues, foster customer loyalty, and promote good business relationships.


• Analyzing accounts, researching customer behavior, and creating predictive models of customer journey.


• Reaching out to customers before their respective renewal dates to negotiate contracts.


• Implementing credit card expiration date notifications, dunning emails, direct debit payments, or account updaters to prevent involuntary customer churn.


• Working with expansion and upsell managers (or other CS team members) to create upsell and cross-sell offers that directly address known customer pain points.


• Analyzing churn reasons, creating an offboarding process and checklist, and conducting offboarding interviews to determine why customers are leaving.

Requirements

• Must have B.sc in Information Technology or any related field


• MBA in Customer Support is an added advantage.


• Must have a Minimum of 5 years proven experience in Customer Success or Customer Support


• Excellent communication skills


• An ability to transform customer conversations into business-driving relationships while still managing to serve the customers’ goals as best as possible.


• Advanced knowledge of churn reduction tactics and experience implementing them to save accounts from churning.


• High emotional intelligence and empathy skills.


• Customer service skills.


• Strong analytical and goal-oriented mindset backed by basic-to-advanced project management knowledge.


• Advanced IT&C knowledge and capabilities, experience with automation, and ability to learn new software tools on the job.