Description
The CompanyKantata takes professional services automation to a new level, giving people-powered businesses the clarity, control, and confidence they need to elevate organizational performance throughout the project lifecycle. The Kantata Cloud for Professional Services™ is helping over 2,000 firms in more than 100 countries focus on and optimize their most important asset: their people.Kantata is well-capitalized, hiring, and growing our loyal and diversified customer base faster than we ever have.
Most importantly, we have a clear vision of where we’re going and how to get there. (Hint: It involves you.) Did we mention that Kantata is also an awesome place to work? You’ll have the opportunity to work in a dynamic environment with a team that loves what they do. A talented team, great perks, and an amazing culture = an employee-rated Best Place to Work! The Opportunity:As a Customer Retention Manager at Kantata, you will be instrumental in developing and implementing strategies to retain customers and enhance their satisfaction and loyalty. This role requires a proactive approach to customer engagement, thorough analysis of customer data, and collaboration across teams to foster a unified approach to customer satisfaction and retention.Primary Responsibilities
- Develop Retention and Renewal Strategies: Craft and implement comprehensive strategies aimed at retaining and renewing customers, focusing on the largest clients and optimizing renewal terms for maximum business value.
- Manage End-to-End Renewal Lifecycle: Proactively own the renewal process, including stakeholder alignment, client engagement, negotiation, and opportunity management while maintaining an accurate two-quarter pipeline forecast.
- Analyze Customer Data and Performance Metrics: Utilize tools to track customer behavior, identify trends, predict churn, and monitor key performance indicators such as renewal,expansion and churn rates.
- Drive Client Engagement and Success: Proactively engage with customers across various channels to ensure satisfaction, understand their requirements, and drive long term success.
- Collaborate Across Organizational Teams: Work closely with Sales, Client Success, Legal, Finance, and Operations teams to understand client requirements, address potential risks, identify and secure expansion opportunities, and ensure a unified approach to customer satisfaction and retention.
- Negotiate and Optimize Renewal Opportunities: Successfully negotiate renewal terms that are mutually beneficial, meeting renewal rate targets and providing the business with clear visibility into renewal performance.
What You Bring To The Role
- At least 5 years of functional experience including 3+ years in customer retention or a similar role.
- Possess strong communication skills, enabling you to effectively engage with customers and collaborate with teams.
- Experience managing renewal pipelines with both fast moving transactional deals in addition to larger, strategic opportunities.
- Effective negotiation and objection handling skills to secure optimal renewal outcomes.
- You are creative and effective at solving problems to improve customer retention strategies.
- You have robust project management skills, capable of leading initiatives that enhance customer success and satisfaction.
- You thrive in a team-oriented environment and align with our core values of innovation, continuous improvement, and creating remarkable client experiences.
Compensation
- Base pay for this role is: $90,000 to $110,000
- This role is eligible for a company bonus
Additional Information
- This position is located in the US
Call To ActionAre you ready to drive customer success and shape the future of professional services? Apply now to join our team at Kantata and be a part of our journey towards transforming businesses and enhancing customer relationships.
EEOC StatementKantata is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, national origin, age, disability, or any other legally protected characteristics.
