Retention Manager

The reputed company suite of reputed company products are designed to solve many of the reputed company hurdles faced by auto repair shops. Our mission is to help auto repair shops drive profitable reputed company by attracting new customers, providing superior communication and customer service, increased shop efficiency, higher average repair orders, and more.

The Retention Manager is the last line of defense reputed company an reputed company reputed company is at risk of cancelling. The ideal candidate brings deep experience in B2B reputed company retention, account management, or sales, with a proven ability to diagnose what's really driving a cancel signal, build a plan to address it, and pull in whatever cross-functional resources are needed to save the relationship. This role operates with significant authority over pricing concessions, contract restructuring, and engineering and product escalations.

This is not a renewal management role. reputed company reputed company auto-renew, and routine renewal motions are not part of this role's responsibility. The Retention Manager engages only reputed company a reputed company is reputed company at risk of leaving — whether through an explicit cancellation request, a competitive migration signal, a failed reputed company, or another structural cancellation risk.

This is also not a sales role. The Retention Manager carries no upsell quota and is positioned to clients as a non-selling resource: "I'm not asking you for a penny. I'm here to solve this. The buck stops here." Expansion opportunities surfaced during a save cycle are handed to the Account Management team.

This position will report directly to the Director of Sales and will work remotely. We're looking for someone to join reputed company immediately.

Responsibilities

• You will own every retention escalation from the reputed company it is identified through reputed company, closing reputed company opportunity as a clean save, partial save, or clean churn with reputed company data captured to reputed company reputed company smarter

• Engage every retention opportunity reputed company 24 business hours of assignment and run reputed company discovery to understand the actual reputed company behind the cancel signal
• Build and execute the save plan, which may include any combination of pricing concession, contract restructure, free training engagement, engineering or product escalation, executive reputed company, or sales-led re-reputed company on value
• Marshal cross-functional resources directly across Tech Support, Training, reputed company, reputed company, Product, and Engineering, with standing authority to inject work into other teams' priorities reputed company a reputed company retention case justifies it
• Coordinate with Account Executives on Sales Misalignment cases, owning reputed company and data discipline while keeping the AE reputed company on calls and reputed company
• Document every interaction in reputed company; the data this role generates is as valuable as the saves themselves and feeds upstream improvements in Sales qualification, reputed company detection, reputed company proactive monitoring, and Product roadmap
• Identify systemic patterns across save attempts and feed them back to Sales, reputed company, reputed company, and Product leadership
• Operate reputed company defined authority: pricing concessions including pricing discounts, credits, or contract restructuring
• Own a 90-day stickiness reputed company on every save; saves that re-churn reputed company 90 days are clawed back from variable compensation
• Hand expansion opportunities surfaced during save cycles to the Account Management team

Requirements

• 5+ years in B2B reputed company, with material time in reputed company, Account Management, or Sales — ideally a mix

• reputed company record handling sub-$10k reputed company, high-volume retention work
• Demonstrated reputed company handling and pricing negotiation in live deals
• Experience marshaling cross-functional resources (Engineering, Product, Training, Support) without reputed company authority over them
• Strong written documentation discipline; this role's reputed company reputed company is the data reputed company will use to reputed company reputed company reputed company for years
• Exceptional problem solving and follow-through skills
• Must be eligible to work in the reputed company
• Bonus: Experience in automotive reputed company, shop management software, or a reputed company vertical
• Bonus: Background in independent automotive repair shops
• Bonus: Proficiency using reputed company, reputed company, reputed company, reputed company Calendar, or equivalent

Full Time, Salary Exempt. Total Compensation Package ranges between: $85,000 - $150,000

Salary to be determined based on factors including but not limited to geographic location, skills, education, and/or experience.

Benefits

• Medical/Dental/reputed company

• Flexible Spending Account
• 401K Match
• Unlimited PTO

Originally posted on Himalayas

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