• Manage existing retention operations personnel and lead the onboarding of new Retention Analytics personnel.
• Own the maintenance of data associated with team cases and accounts, financial concessions, lost customer logos, and assist in reporting key trends to executive leadership.
• Collaborate with Retention and Operations leadership to ideate and shape cross-functional corporate priorities focused on retention and growth of our customer base.
• Manage a portfolio of strategic projects and provide proactive updates to your leadership team.
• Provide metrics and data from Salesforce and Tableau to internal stakeholders, recommend next best actions based on analysis.
• Oversee, prioritize and communicate urgency for the creation, testing, and tracking of Salesforce.com tickets for fixes and enhancements.
• Serve as a primary point of contact and liaison between the Customer Retention team and the rest of the organization as it relates to retention data, reporting, and operational tasks and functions.
• Work collaboratively and confidently with Sales management to identify and address areas of friction in the post-sale process.
• Manage departmental documentation for business processes and requirements in our internal Wiki spaces, including standard operating procedures, evolving escalation matrixes, training guides and tutorials, and detailed project descriptions.
• Manage team administrative tasks related to basic operational function (PPTs, team meeting agendas, etc.).

• Bachelor’s Degree or equivalent work experience.
• 6+ years of total work experience is required.
• Familiarity with Salesforce Reporting, Dashboards, CPQ, and Opportunities is preferred.
• Experience using Confluence Wiki as an admin/editor.
• Comfort leading cross-functional meetings with diverse internal audiences at all seniority levels.
• Experience in an extremely fast-paced and ever-changing environment.
• Strong sense of initiative and personal accountability in an entrepreneurial culture.
• Must be a well-balanced leader who can roll up their sleeves and focus on the detail while also grasping and supporting the big picture.
• Ability to think and pivot between strategic and tactical actions; persistent attention to detail, and ability to lead and flourish through ambiguity.

This job posting is intended to comply with all applicable laws. Due to the remote nature of this position, if we learn during the course of our recruitment process that, due to an applicant’s location, further information about the position is required, including certain salary information, this information in this posting will be supplemented accordingly.

We are not able to offer sponsorship for this position.

Physical Demands