Vice President, Customer Retention (UCC)

]Responsibilities:

• Design retention strategies, based on the product/BU’s strategy and competitive landscape, to drive step-change improvement in each BU’s retention rates.
  • Develop product specific retention playbooks focused on communicating the products’ value propositions as well as saving high-churn risk customers (e.g., discounting thresholds for save desks.)
  • Create policies to determine how the post-sales teams should prioritize their customers (e.g., Customer queues for CS and Renewal Reps based on health score, current spend, potential value, etc.)
• Improve post-sales orchestration and collaboration (e.g., Renewal Reps, CS Reps, Customer Support, etc.) to successfully implement retention strategies.
  • Develop clear rules of engagement across various post-sales teams for each customer segment.
  • Set policy, in conjunction with the various leaders, on when and how customers are assigned to CSMs and Renewal Reps (e.g., refining coverage model and role ratios.)
  • Coordinate closely with the Sales and Care BU leaders to ensure retention strategies and playbooks are being executed.
• Develop dashboards with relevant KPIs and refine incentive structures to increase alignment between the various post-sales team.
  • Identify and assign retention related KPIs for each post-sales role (e.g., usage/ adoption targets for CSM, monthly renewal targets, target inbound save rate, etc.)
  • Jointly design incentive structures with various execution leaders to drive desired retention outcomes with different post-sales leaders.
• Design a best-in-class post-sale digital journey for no/low-touch customers.
  • Collaborate with Marketing, Product, Care and Sales to identify the key moments of truth for the product’s customer journey and necessary digital interaction (e.g., email, in-product messaging) to drive improvements in retention.
• Coordinate and collaborate closely with pricing team (within the BU org.) to develop pricing schemes to reduce customer churn.
  • Identify pricing bundles or discounting strategies to tackling pricing competition.
  • Develop win-back offers with pricing and discounting schemes to be implemented by save desks.
• Partner closely with the centralized analytics team to drive critical decision-making and actions across the organization.
  • Develop and refine existing health scoring models to increase accuracy and predictability of potential customer churn.
  • Build a robust net retention model and dashboard to break it down into its component parts (e.g., upsell, cross-sell, etc.) to drive the organization’s focus on the most critical challenges driving low retention.

Qualifications:

• 10+ years of related experience in high tech companies delivering SaaS products in sales, customer support, customer engagement, customer experience technologies preferred.
• Experience collecting, cleaning, and analyzing sales data to drive continuous improvement and prove the efficacy of retention programs.
• Self-motivated and organized with a strong desire to succeed and grow as we grow.
• Collaborative and flexible mindset.
• Ability to work across various cultures globally; familiarity with international business culture required.
• Ability to Travel (30%)
• Bachelor’s degree strongly preferred; Master’s degree strongly preferred.

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