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Customer Retention Manager

Company Overview

Shopgate offers everything online retailers need to be successful in mobile. Our SaaS platform enables online stores to easily create, maintain and optimize native apps and mobile websites for the iPhone, iPad, Android smartphones and tablets. By seamlessly integrating with over 60 of the world’s most popular ecommerce platforms and mobile payment companies, we transform ecommerce stores into new-era mobile experiences. 

With offices in the U.S., Germany and Poland, Shopgate is backed by a team of devoted ecommerce professionals, accomplished founders and investors, who share a passion for innovation and mobile commerce, while maintaining a strong focus on customer satisfaction. Our founders’ track record is distinguished by several revolutionary and commercially successful ventures. 

Responsibilities:

Create, optimize, and evolve retention strategies to keep and grow customers

Reduce customer churn, increase loyalty and improve the customer experience

Work with both Sales and Customer success on at-risk customers

Interact and communicate effectively with all levels of internal and external stakeholders

Build consensus among multiple groups within the company

Work directly with customers wanting to cancel or lower MRR 

Reach out to customers that haven't paid or stopped paying and discover why they stopped paying and how to move forward

Competencies/Core Characteristics:

Creative Thinker- Must have a proven track record of coming up with creative, out of the box ideas, concepts, and approaches.

Ability to Move Ideas into Action– Must be able to take those creative ideas and concepts and turn them into effective process

Strong Communication Skills– Must have superior written and verbal communications skills.

Attention to Detail – Must be able to perform to exceptional standards of quality and workmanship.

Strong Interpersonal Skills– Must be able to interact and communicate effectively with all levels within the company.

Sense of Urgency– Must be able to accomplish tasks quickly and accurately with minimal direction and supervision.

Qualifications:

Bachelor’s degree in related field

At least 2-3 years of proven retention experience

 

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