Customer Retention Director - Renewals

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 strategiesRecommending 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 attritionDefine and update compensation plan for customer retention rolesEnsure there is a strategy for Renewals team to mitigate risk for all Blue Yonder customers:Manage team of Customer Retention Specialists to execute the strategySuggest and implement changes to the overall Risk management process with respect to both data and strategyResponsible for ensuring the Retention specialists are pro actively providing support to Renewal partners to communicate with customer during and before their renewal cycleEnsure the Risk management process is executed across all BY functions.Responsible for updating and communicating changes to the Risk Management playbookCollaborate with senior leaders (Customer Experience, Sales, Product Management etc.) to ensure all teams are providing support to customers identified at RiskAct as escalation point and negotiate directly with customers in collaboration with Renewal partners to mitigate attritionShare Attrition ‘post mortem’ reviews with relevant teams to ensure action is being taken internally to avoid future occurrencesManage the Predictive attrition process to ensure all relevant customers are researched and confirmed and updated *LI-MH1-------------------------------------------Salary range for this role $130,000.00 to $160,000.00 base plus annual bonus.The salary range information provided, reflects the anticipated base salary range for this position based on current national data.  Minimums and maximums may vary based on location.  Individual salary will be commensurate with skills, experience, certifications or licenses and other relevant factors.  In addition, this role will be eligible to participate in either the annual performance bonus or commission program, determined by the nature of the position.At Blue Yonder, we care about the wellbeing of our employees and those most important to them. This is reflected in our robust benefits package and options that includes: Comprehensive Medical, Dental and Vision 401K with Matching Flexible Time Off Corporate Fitness Program Wellbeing Days A variety of voluntary benefits such as; Legal Plans, Accident and Hospital Indemnity, Pet Insurance and much moreAt Blue Yonder, we are committed to a workplace that genuinely fosters inclusion and belonging in which everyone can share their unique voices and talents in a safe space. We continue to be guided by our core values and are proud of our diverse culture as an equal opportunity employer. We understand that your career search may look different than others, and embrace the professional, personal, educational, and volunteer opportunities through which people gain experience.Our ValuesIf you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core ValuesDiversity, Inclusion, Value & Equality (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.