Senior Manager, Retention

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There's something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We're energized by new challenges and new possibilities-and we're just getting started!

As the leader of the global Billing and Retention call center teams, you will be working to execute a variety of programs dedicated to increasing customer engagement, customer retention and the overall reduction of churn. This role will support a range of programs that dive into specific areas of customer opportunity while also managing the daily operations of the phone team. As a manager, you will ensure programs are operating efficiently and close the loop on analysis and feedback. This is a highly cross functional role. This role requires someone who is curious, driven and a strong communicator. Knowledge of Constant Contact's products and customers is a strong plus.
What you'll do:

• Manage end to end execution, iteration, and feedback on Billing and Retention programs.
• Maintain strong cross functional relationships to ensure both proper execution of programs as well as delivery of learnings across the organization.
• Drive team to meet and/or exceed retention KPIs associated with identified programs.
• Maintain and deliver proper feedback channels across the organization for both existing programs and new potential programs.
• Responsible for overall team performance including up-sell/cross-sell initiatives, account saves and net recurring revenue saved.
• Act as a real-time coach for your team.
• Develop and coach team members in side-by-side and individual coaching sessions and proactively identify performance gaps.
• Work with Senior Leadership to develop and implement programs and initiatives that will reduce customer churn and increase engagement.
• Act as escalation point for customer issues that are of a highly sensitive and timely nature

Who you are:

• 5+ years in a customer success focused role (sales, operations, marketing).
• 3+ years of people management and team building experience
• Previous experience working in a SaaS environment.
• Recent experience owning and delivering on programs or tests.
• Experience working in a high velocity and fast paced environment.
• Strong understanding of SMB's, who they are, and verticals within.
• Thorough knowledge of Constant Contacts suite of tools and features and services.
• Strong passion for helping small businesses succeed.
• Strong knowledge of small business marketing concepts and social/digital marketing best practices.
• Strong leader dedicated to helping others succeed and capable of adapting quickly to changing priorities in a high velocity and fast paced environment.
• Strong sales skills with a proven track record of meeting or exceeding sales goals, customer retention and known for delivering a good experience..
• Strong knowledge of Salesforce.com and Google applications.
• Experience working with BPOs a plus

The specific salary offered to a candidate may be influenced by a variety of factors including the candidate's experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.
Pay Transparency - All Full Time Employees
$93,200—$116,500 USD

Why You'll Love Us:

• We celebrate one another's differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
• Join the experts. If you're passionate about supporting businesses and organizations, you won't find a better spot to share your talent. We're dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
• You'll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
• A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

At Constant Contact, we're all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues. To promote the safety of our employees, their families and our community, where permitted by applicable law, we require all new hires to be fully vaccinated against COVID-19 prior to their first day of work.
Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.
Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact talentacquisition@constantcontact.com.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Notice to Recruiters and Staffing Agencies:
Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.

Job Type: Full-time