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 quotaSupervise a Team of retention staff responsible for renewing bulk contractsCoordinate and communicate SCS activities with designated leadership and stakeholders to maximize SCS investments and revenuesManage and monitor functions relative to staff including selection, training, development, performance evaluation, discipline, termination and salary/status change recommendationsResponsible for the oversight of the retention commission plan, compliance and achievement to planWork 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 relationshipsRespond to competitive threats and work with Legal on all violations of exclusive rightsPerform public relations and liaison functions with homebuilder's associations, multi-family housing groups and county/city building agenciesLead and participate in succession planningPerform other duties as requested by supervisor.Required Skills/Abilities and KnowledgeAbility to read, write, speak and understand EnglishProficient written and oral communication and interpersonal skillsAbility to lead and manage a diverse team of customer facing sales associatesAbility to present to enterprise level clientsAbility to learn quickly and apply that knowledge in a cross-functional team environmentAbility to multi-task and prioritize projects based on timing and resource availabilityStrong customer service, organizational, analytical and follow through skillsAbility to maintain confidentialityAbility to prioritize and organize effectivelyAbility to use personal computer and software applications (Powerpoint, Word, Excel, and Webex)Prior Business Sales or Account Support experience/knowledge preferredValid driver’s license, satisfactory driving record with Company-required standardsRequired EducationBachelor’s Degree preferred or equivalent combination of education and experienceRequired Related Work Experience and Number of YearsPreferred Skills/Abilities and KnowledgeKnowledge of cable television and associated billing systems is strongly preferredPreferred EducationPreferred Related Work Experience and Number of YearsPrior experience in a retention and /or sales environment 2-4 yearsPrior experience in the telecommunication industry 2-4 yearsWorking ConditionsOffice environmentEOECharter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability#LI-THSAM505 2024-43721 2024Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits (https://jobs.spectrum.com/compensation-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.Get to Know Us 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. (https://www.youtube.com/watch?v=mYw1ejL2jZ8)Who You Are Matters Here 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. (https://jobs.spectrum.com/inclusiveworkplace/)
