Jobsxl - Jobs in USA

The Customer Continuity & Retention Product Manager is responsible for leading the development and implementation of customer retention strategies and sales incentive programs that support the maintenance of our customer continuity across all recurring revenue portfolios. They will participate in cross-functional work teams across Marketing, Sales, Field, Operations, Legal and Supply Chain and they will work externally with existing and new vendor partners. As part of the Product Development team, they will translate their knowledge into a product roadmap that will nurture and grow Service Experts? segment leadership.

They will prioritize our customer?s and field team members with an overall goal to gain a better understanding of the customer and provide recommendations to improve customer value at various stages of the customer journey.

Must utilize customer insight and trends to assist in the development of strong value propositions and a continued competitive advantage as a strategy to deliver against the short- and long-term business plan to support the growth of our customer continuity across all product portfolios. Additionally, this role will actively engage with critical business stakeholders to gain a better understanding of the customer and provide recommendations to improve rendition and cross sell opportunities. This position is supported by the Director of Recurring Revenue and will be part of the product development professionals.

Your efforts and decisions will have a direct and immediate impact on the company?s success. This is a great opportunity for a passionate, customer-centric, data-driven, process-obsessed, execution-focused, forward-thinking product professional looking to join a growing organization positioned to be the premier provider of essential home, commercial services and energy solutions in North America. As an industry undergoing massive shifts in technology and competition, a desire to learn, lead and win is a must.

Responsibilities:

• With the Director of Recurring Revenue, develop a forward-looking product roadmap including product enhancements, referral and cross sell opportunities , business case development and forecasting for recurring revenue customer base
• Preform ongoing business results monitoring and reporting (Weekly/Monthly) on churn and cross sell performance
• Provide ongoing business forecasting on churn and increasing revenue from existing customer base
• Develop insight driven short-term action plans, to ensure customer attrition remains at manageable level
• Develop and drive the customer upselling and cross-selling strategies
• Build retention pricing and saves incentive programs while working with various departments
• Cultivate and manage cross-functional relationships with the various part of the business
• Construct, implement and conduct post launch analysis on new saves offer, to improve the customer attrition
• Develop a strong understanding of customer & conduct ongoing activities that promote the improvement of the Customer Experience i.e. policy and procedural changes, escalation management
• Manage existing and lead new vendor selection

Qualifications:

• At least 4 years? experience in a product role
• Strong project management skills, specific to retention and growth, with a PMP certification being an asset
• High technical proficiency, with the ability to quickly grasp technical concepts
• Strong financial acumen, specific to the development of business cases
• Experience in home services or recurring revenue sector being an asset
• Exceptional verbal & written communication and presentation skills to multiple audience types, including Senior-level executives and field teams.
• Understands how to complete a business case, including Internal Rate of Return (IRR) & Return on Investment (ROI)
• Comfortable sifting through large amounts of data to report on findings and uncover insights
• Demonstrated ability to collaborate with diverse cross-functional teams to achieve results
• An obsession with innovation that yields measurable business growth
• Intellectually curious with a strong desire to solve complex problems
• Demonstrated ability to collaborate with diverse cross-functional teams to achieve results