Customer Retention Manager Latam

3 semanas atrás

São Paulo, São Paulo, Brasil Caderno Nacional Tempo inteiro

Segmento: Não Informado

Atividades:

Our goal is to ensure long-term learning success - for a self-determined future for our students

Your tasks:

  1. Talk to all the customers asking for cancellation by understanding where/why their needs and expectations weren't achieved and offering the most appropriate solution to retain them;
  2. Act as the highest escalation point for the Customer Success Managers and coach them to increase their conversion rates;
  3. Analyze cancellation reasons and coordinate needed actions with Product, Technology, Sales, Customer Success, etc.;
  4. Lead retention conversations among areas to act preventively;
  5. Own development and management of regional retention initiatives in Latin America (Brazil, Chile, Colombia, and Mexico).

Who you are:

What you will need to have/know:

  • 3+ years in an online sales/retention or related role;
  • Ability to think critically with a data-driven mindset;
  • Ability to operate independently and follow through on projects;
  • Excellent attention to detail and ability to prioritize tasks;
  • Strong verbal and written communication skills;
  • Concrete knowledge of Retention Key Performance Indicators;
  • Understanding of customer purchase behavior and key decision drivers;
  • Strong analytical skills with the capability to develop and validate hypotheses, and develop business plans to drive retention/resale based on data/findings;
  • Fluent Spanish and Portuguese communication skills are a MUST;
  • Advanced English communication skills are also required.

What we offer you:

  • Competitive compensation package (base salary and an uncapped monthly bonus scheme and benefits);
  • A unique opportunity to be an early member of a rapidly growing team with a fast-track career opportunity;
  • An exciting and flexible startup atmosphere with highly motivated, young, and open-minded colleagues;
  • International environment with private courses to improve your language skills.
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