Summary: As a Customer Retention Director at Blue Yonder, a leading entity in the supply chain domain, you will play a pivotal role in spearheading customer retention initiatives of our Renewals team to better support our three Sales Verticals: Retail, Manufacturing, and 3PL. Your expertise will be critical in overseeing risk management and ensuring a robust customer retention strategy, driving a cohesive effort among the Customer Retention Specialists to mitigate risks and optimize the renewal process for all Blue Yonder customers. Your ability to devise effective strategies, and collaborate with senior leadership across various departments will significantly contribute to the overarching goal of minimizing attrition and fostering enduring customer relationships.

Responsibilities:

Establishing objectives and metrics for the Customer Retention teams concerning risk and attrition management.

Defining and revising the compensation plan for customer retention roles to align with organizational goals.

Crafting a robust strategy for the Renewals team to effectively mitigate risk for all Blue Yonder customers.

Working with the Renewals team to successfully execute the devised strategies

Recommending and executing alterations to the overall Risk management process considering both data and strategic insights.

Proactively support Renewal partners, engaging with customers throughout their renewal cycle.

Coordinating the execution of risk management processes across all Blue Yonder functions.

Updating and disseminating alterations to the Risk Management playbook ensuring comprehensive awareness.

Collaborating with senior leaders (Customer Experience, Sales, Product Management etc.) to ensure a holistic support system for customers identified at risk.

Serving as an escalation point and negotiating directly with customers alongside Renewal partners to alleviate attrition.

Conducting and sharing attrition reviews with relevant teams to instigate internal actions for preventing future occurrences.

Overseeing the Predictive attrition process to ensure thorough analysis and timely updates concerning at-risk customers.

Qualifications:

Bachelor's degree in Business, Marketing, or related field; Master's degree preferred.

Minimum of 3+ years' experience in customer retention, customer success, or a similar role within a supply chain or technology-oriented company.

Demonstrable experience in leading and developing high-performing teams.

Profound knowledge of customer engagement and risk management practices.

Exceptional communication, negotiation, and stakeholder management skills.

Ability to analyze data, derive insights, and implement data-driven strategies.

Familiarity with CRM systems and other related technology platforms.

Ability to thrive in a fast-paced, dynamic, and collaborative environment.

Create goals and measurements for the Customer retention teams for Risk and attrition

Define and update compensation plan for customer retention roles

Ensure there is a strategy for Renewals team to mitigate risk for all Blue Yonder customers:

Manage team of Customer Retention Specialists to execute the strategy

Suggest and implement changes to the overall Risk management process with respect to both data and strategy

Responsible for ensuring the Retention specialists are pro actively providing support to Renewal partners to communicate with customer during and before their renewal cycle

Ensure the Risk management process is executed across all BY functions.

Responsible for updating and communicating changes to the Risk Management playbook

Collaborate with senior leaders (Customer Experience, Sales, Product Management etc.) to ensure all teams are providing support to customers identified at Risk

Act as escalation point a