Overview of Position Varsity Tutors is seeking a Senior Customer Retention Manager to join our team! The Sr. Customer Retention Manager will have a direct impact on business growth as we help more people achieve their academic goals and help us continue our national expansion. The individual in this role will lead a team of customer retention professionals and is responsible for the hiring, management, development, and performance of the team. He or she will lead and develop a talented customer retention team that assesses needs, renews learning memberships, strengthens client relations, and provides high-quality service to our clients. The individual in this role will work directly with other customer retention leaders and company executives and will have a direct impact on the ongoing strategies and growth of the company.
Qualifications Demonstrated results and effective at building teams No performance plans in the last 6 months3+ years of customer retention, client relations, or customer success experienceStrong leadership qualities with the ability to coach, develop and motivate a teamExperience developing retention plans and analyzing metricsDemonstrated ability to implement and train teams in strategic and effective retention techniquesExperience in hiring, developing, and managing a high-performing retention teamAbility to work independently and prioritize workAbility to work some evenings and weekendsResponsibilities Hire and effectively on-board high-performing customer retention specialistsContinually coach and develop staff to ensure success and improved results, and implement performance plansManage day-to-day performance of all team members and deliver performance reviewsHit all performance targets for number of renewals, conversion rates, customer satisfaction, and others as determined by companyAssess and understand the needs of our clientsWork with leadership to generate ideas for motivational initiativesLead and schedule weekly team meetingsEmbody company culture and maintain high employee engagementEnsure correct usage of CRM and other company used technology and platformsNerdy Leadership Principles Relentless Focus on Customers * Comfort with Ambiguity * Ownership * Simplify * Intellectual Curiosity * Build Teams * Think Big * Insist on High Standards * Bias for Action * Build Trust * Go Deep * Have Conviction * Deliver Results * Are Right, a Lot
Benefits: Competitive Salary plus Equity in the companyHealthcare Plans (Medical, Dental, Vision, Life)401k Company Matching Plan (No Vesting Period)PTO and Company HolidaysRemote work environmentMaternity, Paternal, and Adoption LeaveFree Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)Once-in-a-lifetime opportunity to help transform how the world learns!Fun, collaborative, and team-oriented work environment with plenty of training and a feedback-rich cultureNerdy is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
