Customer Retention Manager

Charlotte, North Carolina, United States

CPI Security, a national leader in residential and commercial security solutions, is looking for a Customer Retention Manager. Headquartered in Charlotte, North Carolina, CPI Security was founded in 1991 on an entrepreneurial spirit and a passion for helping and protecting others.

We are seeking a transformative and high performing Sales & Customer Retention Manager who will play a significant role managing the attrition process and help our business reach new heights. The ideal person will be a hands-on leader who will design and implement customer retention strategies and work with a team of CFL ("Customer for Life") representatives to increase loyalty, retain business and drive sales.

What You'll Do:

• Lead a team of CFL supervisors and representatives to facilitate the operations and activities within the CFL department including managing the attrition process, overseeing progress of Company resigns and Rmoves (including internal and external sales), responding to customer questions and concerns, and educating customers on proper use and maintenance of CPI Security system.
• Field escalated customer issues within CFL Department and demonstrate the aptitude to diffuse difficult situations and provide resolution to the customer.
• Monitor calls fielded by CFL Representatives to observe employee demeanor, professionalism, courteousness, accuracy and overall conformity to company policy and procedures and provide constructive critique and coaching when needed.
• Develops and maintains a high-performing, fun and energetic culture through an action-oriented, desire-to-win leadership style.
• Responsible for KPI’s including, but not limited to:
  Rmove conversion, Resign conversion, Attrition rate, Service Level/ Average Speed Answer, Productivity, and more.
• Build and maintain a high-performance team, and an engaging culture of excellence that includes, evaluating, developing, and motivating CFL representatives to achieve departmental success.
• Create an environment that attracts and retains top talent. This includes identifying and providing growth opportunities for high performing employees.
• Developing a talent strategy that attracts and retains a certain skill set needed for a high performing and evolving Sales and Customer Retention team.
• Refine, implement, and manage metrics, KPI’s, best practices, and workflow utilizing ERP and CRM analytics to consistently measure and improve performance to meet revenue targets.
• Record and monitor all daily team activities in CRM for needed actions and follow ups.
• Continuously look for process improvement opportunities and encourage employees to contribute new ideas and solutions to problems.

What We're Looking For:

• Must be able to effectively lead, manage and motivate others
• Demonstrate malleability and aptitude to learn, process and effectively implement new policies and procedures as corporate standards are modified over time
• Must be able to successfully communicate and train direct reports on all policies, procedures and processes required to meet or exceed departmental requirements and goals
• Must maintain a high level of product knowledge, including, but not limited to: current product features and specifications, current corporate promotions, pricing, and discounts
• Ability and willingness to perform at a high level of competency to meet or exceed departmental standards while upholding the best interests of the customer and the company
• Must be able to develop and sustain positive and harmonious working relationships with all customers, colleagues and direct reports
• Strong verbal, written, analytical and computer skills
• Good problem solving and decision-making abilities

What We Offer:

• $90,000 to $120,000 annually based on experience and performance
• Ongoing specialized, paid training to reach your career goals
• Great medical, dental, vision, short- & long-term disability and life insurance options. PTO, 401(k) with company match
• Eligible for free monitored security system after 90 days.
• Education assistance – we encourage and support our employees who want to improve their skills and further their education
• Engaging and fun company culture that’s made up of a diverse group of people
• On-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness Director