Customer Retention Manager

Job description

General information Country: United States: State: Texas: City: Dallas: Job ID: 47230 Department: SaaS: Experience Level: MID_SENIOR_LEVEL: Employment Status: FULL_TIME: Workplace Type: Hybrid: Description & Requirements: Infor is hiring a Customer Retention Manager to lead the Customer Retention Services (CRS) team to triage and resolve SaaS customer escalations, improve satisfaction, reduce attrition, and retain revenue through escalation management and customer success initiatives A Day In the Life Typically Looks Like: - Triage and assess all incoming customer escalations for size and severity. - Match escalations to the appropriate resolution teams and coordinate resources. - Communicate with C-level executives and manage highly escalated customer situations. - Drive short-term escalation resolution projects with defined scope and timelines. - Lead cross-functional teams to resolve critical escalations and provide regular progress updates. - Perform root cause analysis (RCA) and document lessons learned for continuous improvement. - Review health metrics to proactively identify and resolve customer issues before renewal. Basic Qualifications: - Experience in a service or suppo...