Job Description
The Community Solutions Retention Manager directs a team of sales and retention staff to drive account renewals and maximize customer satisfaction. This highly driven leader of team is responsible for meeting sales renewal targets, motivating team members, reviewing and directing contract negotiations, and implementing improvements to increase efficiency. The Community Solutions Retention Manager will support renewal sales staff by working with internal functional teams that impact customers' account status with key areas including: Sales, Sales Operations, Legal, Customer Operations, and Billing. The retention manager will actively manage assigned inventory, review opportunities, create custom offers, manage critical customer relationships, and review performance with leadership.
Actively and consistently support all efforts to simplify and enhance the customer experience.
Responsible for meeting and exceeding budgeted sales goals and quota
Supervise a Team of retention staff responsible for renewing bulk contracts
Coordinate and communicate SCS activities with designated leadership and stakeholders to maximize SCS investments and revenues
Manage and monitor functions relative to staff including selection, training, development, performance evaluation, discipline, termination and salary/status change recommendations
Responsible for the oversight of the retention commission plan, compliance and achievement to plan
Work with Sales Operations team to ensure that contract administration is being maintained in accordance with company objectives.
Work closely with the legal team on all SCS contracts to ensure compliance and maximize return on investment.
Develop and implement programs and strategies designed to improve upon and support the Company image and reputation with property owners in the interest of building long-term business relationships
Respond to competitive threats and work with Legal on all violations of exclusive rights
Perform public relations and liaison functions with homebuilder's associations, multi-family housing groups and county/city building agencies
Lead and participate in succession planning
Perform other duties as requested by supervisor.
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Proficient written and oral communication and interpersonal skills
Ability to lead and manage a diverse team of customer facing sales associates
Ability to present to enterprise level clients
Ability to learn quickly and apply that knowledge in a cross-functional team environment
Ability to multi-task and prioritize projects based on timing and resource availability
Strong customer service, organizational, analytical and follow through skills
Ability to maintain confidentiality
Ability to prioritize and organize effectively
Ability to use personal computer and software applications (Powerpoint, Word, Excel, and Webex)
Prior Business Sales or Account Support experience/knowledge preferred
Valid driver's license, satisfactory driving record with Company-required standards
Required Education
Bachelor's Degree preferred or equivalent combination of education and experience
Required Related Work Experience and Number of Years
Preferred Skills/Abilities and Knowledge
Knowledge of cable television and associated billing systems is strongly preferred
Preferred Education
Preferred Related Work Experience and Number of Years
Prior experience in a retention and /or sales environment 2-4 years
Prior experience in the telecommunication industry 2-4 years
Working Conditions
Office environment
EOE
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
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SAM505 2024-43721 2024
Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you're joining a strong community of more than 100,000 individuals working together to serve nearly 32 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more.
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We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture. Spectrum
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