Customer Lifecycle and Retention Manager in Charlotte, NC at Windstream

Date Posted: 3/27/2018

Job Snapshot

  • Employee Type:
  • Location:
    Little Rock AR 4001 N Rodney P
    Charlotte, NC
  • Job Type:
  • Experience:
    5 to 7 years
  • Date Posted:

Job Description

Job ID:18000991
This independent contributor role is responsible for small business customer retention and life cycle management.  The Consultant develops and implements SMB customer retention strategies while working directly with customer-facing teams.  This is a key role on the SMB team that will develop, launch and manage efforts to reduce SMB churn.

Job Responsibilities:
  • Develop the Small Business team’s retention strategies for customer lifecycle stages.
  • Pursue and analyze detailed retention strategy results and analytics.
  • Identify detailed churn reasons and action plans monthly and as-needed.
  • Interpret churn results from statistical data to develop and inform overall strategic development.
  • Develop written communication and/or other material needed to communicate information regarding new programs or initiatives. 
  • Coordinate retention efforts with SMB Marketing Acquisition to ensure coordinated customer communications.
  • Provides weekly, monthly and quarterly updates on planned and delivered activities to the business.
  • Ability to manage laterally and across functional areas to create effective team coordination.
  • Effectively uses customer insight including segmentation, product penetration, ARPU, competitive environment and other data to assist in strategic development.
  • Works independently and takes initiative around reducing SMB churn.
  • Responsible for project managing, support and coordination efforts of retention efforts.

Desired Qualifications:

  • Strong background in small business life cycle management and churn reduction.
  • Independent worker with strong initiative and results-oriented
  • Desire to be the small business life cycle leader who drives strategies to launch and success.
  • Thrives in fast-paced, dynamic environment.
  • Able to multitask and demonstrates the drive and initiative to work well independently.
  • Self-Starter who can identify needs and will formulate strategies and plans with minimal supervision.
  • Strong interpersonal skills and able to work effectively in team environments.
  • Goal-driven and able to maintain expectations related to due dates and timelines.
  • Working knowledge of the small and medium business segments.
  • Willingness to comply with all Windstream policies and procedures.
  • Ability to adapt to changing priorities and functions based on changing market conditions.
  • Analyze problems and/or information and formulate conclusions and recommendations.
  • Financial and statistical acumen.
  • Solid critical thinking skills and a drive to explore options for addressing common and complex issues.
  • Project management skills.
  • Proficient in Microsoft Office (Word, Excel, Power Point, and Outlook).
  • Flexible travel requirements up to 25%.

Job Requirements

Minimum Requirements:

College degree and 5-7 years professional level experience with 2-3 years supervisory experience; or 9+ years professional level related experience with 2-3 years supervisory experience; or an equivalent combination of education and professional level related experience required.

EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer. Windstream is a drug-free workplace.