Digital Customer Retention Manager

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Hello, we're ScreenCloud!

Founded in 2015 and with 10,000+ customers around the globe, ScreenCloud is a cloud-based SaaS company, employing over 100 people in our Bangkok, Belfast, LA, Charlotte and London hubs.

At ScreenCloud, we're hard at work helping businesses to make stronger connections at scale, and with those who are most important to them; their employees & their customers. By using the screens on their walls & the content in their systems, we enable the sales, productivity & engagement that keep our customers' businesses thriving.

We're very proud of our product and we're also incredibly proud of our people. It's our 'ScreenClouders' and the culture they nurture that will take us where other companies just can't go. So if you're someone looking to join a team of talented individuals, apply below!

The Role

The Digital Customer Retention Manager will play a pivotal role in enhancing and managing the digital customer journey at ScreenCloud. Reporting to the Director of Customer Support, this role focuses on driving customer retention and satisfaction by developing data-driven strategies that reduce churn and improve the overall customer experience for our self-served cohort of customers. You will be responsible for ensuring our 8,000+ digitally supported customers enjoy a seamless and rewarding journey with ScreenCloud, fostering long-term loyalty and success.

Responsibilities

• Develop and execute customer retention strategies to increase customer retention and build brand loyalty in our self-serve cohort
• Analyse customer behaviour to create unique touch points that enhance customer experiences
• Work closely with customers to reduce churn and contraction
• Proactively provide our Digital cohort with technical and design focused assistance
• Provide and present customer insight data to the senior leadership team
• Work cross-collaboratively with the Customer Success, Support, Marketing and Product teams to put the customer at the heart of our operations
• Build a top-class knowledge of ScreenCloud's offerings to maximise customer usage and reduce cancellation risks
• Use customer insight and product utilisation data to create strategies that maximise our customer health score
• Support all departments by assisting with business-wide projects, maintaining agility and adaptability with a customer-focused mindset
• Maximise customer engagement with our product to improve growth and expansion opportunities
• Identify key milestones in our customer journeys, particularly the onboarding phase, and devise action plans to maximise their ROI
• Serve as an escalation point for the wider Customer Success team when managing digital customer accounts.

Requirements

• Demonstrable experience working with large datasets to provide summarised analysis
• Experience working with SaaS products
• Demonstrable experience working with customers in a digital environment
• Experience in creating customer retention strategies
• A proven track record of working to deadlines
• Passionate about providing a great customer experience
• A continuous improvement mindset
• Strong understanding of key customer KPIs Experience working with a CRM system

Bonus Skills

• Experience in Salesforce or Gainsight
• Experience with qualitative and quantitative feedback

Interview Process and Experience

Don't meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At ScreenCloud, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles!

If you require any reasonable adjustments, please let our friendly recruitment team know.

Key Info

Typical Process: Intro to ScreenCloud - Meet the Hiring Manager - Challenge - Final

Hybrid Friendly Working: 2-3 days in Office

Flexi-Hours: We don't follow the strict 9-5 here, we trust you to execute your role to the highest standard whilst being able to make time for the things you love!

Benefits

Unlimited annual leave

Hybrid-friendly working

Working from home fund

Flexible working hours

Pension scheme

Share in success scheme

Cycle to work scheme

Retail discounts

Enhanced parental leave

Personal development fund

Westfield Health cash plan

Free annual flu vaccine

Our Values

At ScreenCloud our values are core, this means they are the starting point - they underpin everything we do and enable a culture we can be proud of, both internally and externally.

Trust & Transparency

Unconventional & Brave

Integrity

Continuous Learning & Development

FIND OUT MORE

Check out our Bangkok, Belfast, LA, Charlotte and London hub pages.

Click here for some podcasting with our co-founders.

Read our culture blog here.

Get social! Follow us on Linkedin at @ScreenCloud - Digital Signage, and on Instagram at @Lifeatscreencloud