Client Retention Manager

FirstLight Fiber

Location: Williston,VT

Type: Full Time

Education: Bachelor's Degree

Experience: 3 - 5 Years

Position Overview: As a Client Retention Manager in Sales at FirstLight, you will be responsible for developing and executing strategies to ensure the long-term satisfaction and retention of our existing client base. Your role will be pivotal in maintaining strong relationships with our clients, enhancing their overall experience, and fostering continued business partnerships. You will work closely with the sales team and other key stakeholders to drive client retention and revenue growth.

Key Responsibilities:

  1. Develop and implement client retention strategies to meet or exceed retention targets and KPIs.
  2. Analyze client data and feedback to identify areas for improvement and opportunities for enhancing client satisfaction and loyalty.
  3. Proactively engage with clients to understand their evolving needs and ensure that our products and services continue to meet their requirements.
  4. Collaborate with the sales team to identify upsell and cross-sell opportunities within the existing client base, thereby maximizing revenue potential.
  5. Conduct regular client reviews and check-ins to assess their satisfaction levels, address any concerns, and gather feedback for continuous improvement.
  6. Create and implement customer loyalty programs and initiatives that incentivize continued engagement and strengthen client relationships.
  7. Work closely with the marketing team to develop targeted communication and engagement strategies for our existing clients.
  8. Monitor and report on key metrics related to client retention, presenting findings and recommendations to senior management regularly.
  9. Provide training and support to the sales team to enhance their client retention skills and ensure a cohesive approach across the organization.
  10. Stay updated on industry trends, competitor activities, and market dynamics to maintain a competitive edge in client retention strategies and practices.

Qualifications and Skills:

  • Bachelor’s degree in business administration, marketing, or a related field (Master’s degree preferred).
  • Proven experience in client retention, account management, or sales, preferably within the [industry/sector].
  • Strong understanding of sales processes and customer relationship management (CRM) software.
  • Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
  • Analytical mindset with the ability to interpret data and make data-driven decisions.
  • Proven track record of meeting and exceeding client retention targets and KPIs.
  • Ability to work collaboratively in a team environment and across departments.
  • Strong organizational skills and attention to detail.
  • Adaptability and the ability to thrive in a fast-paced, dynamic work environment.

Join our team and be part of a dynamic and innovative organization that values client satisfaction and long-term relationships.

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