About this role
Drive client retention by developing and executing strategies that improve customer satisfaction and reduce churn. Facilitate Quality Improvement Plans (QIPs), lead stakeholder reviews, and use data-driven insights to identify risk trends earlier so clients recover to an Active health status.
Key Responsibilities
- Facilitate QIP Delivery and lead QIP reviews with internal and client stakeholders
- Develop and execute client retention strategies to increase satisfaction and reduce attrition
- Advise Account Teams to treat client risk trends earlier and support recovery to Active health status
- Analyze client data and feedback to identify trends, pain points, and opportunities for improvement
- Support reporting of risk trends, recovery efforts, and churn reasons while continuously improving retention processes
Technical Overview
The role is centered on retention operations rather than hands-on security engineering. It involves analyzing client data and feedback, managing QIPs, tracking risk trends and recovery efforts, and coordinating with Service Delivery, Sales, Product Development, and Customer Success teams.
Ideal Candidate
The ideal candidate is a mid-level Client Retention Manager who can drive Quality Improvement Plans (QIPs) with both internal and client stakeholders, using data to identify client risk trends and reduce churn. They are strong at building client relationships, guiding account teams with risk response playbooks, and improving customer satisfaction through measurable retention process improvements.
Must-Have Skills
Facilitate account teams to identify a clear scope of actionable improvements and drive delivery of all QIP tasks by accountable owners to strict timescalesLead senior Internal and Client stakeholders in QIP reviews to required outcomeCommunicate QIP progress and success with effective notes and actionsDevelop and execute comprehensive client retention strategies to increase customer satisfaction and reduce attrition ratesAdvise and guide Account Teams to identify and treat risk trends earlier in the client life cycle so clients recover to an Active health statusSupport reporting of client risk trendsrecovery efforts and churn reasonsContinuously identify opportunities for growth and improvement in client retention processesAnalyze client data and feedback to identify trendspain pointsand opportunities for improvementCreate and utilize risk response playbooks to advise account teams
Required Skills
Client retentionchurn reductionQuality Improvement Plans (QIPs)QIP deliveryQIP reviewsclient risk trendsrisk response playbooksActive health statusrecovery efforts reportingchurn reasons reportingdata-driven insightsclient data analysiscross-functional collaborationcustomer loyalty
Hard Skills
Quality Improvement Plans (QIPs)Risk trend reportingChurn reductionClient retention strategy developmentClient risk trend monitoringRecovery efforts trackingClient onboarding risk treatmentData-driven insightsClient data analysisFeedback collection analysisRisk response playbooksCross-functional collaborationCustomer loyalty improvementOperational reporting of churn reasons
Soft Skills
Stakeholder managementLeading internal and client stakeholders in QIP reviewsCommunicationClient relationship buildingProfessionalism with clientsFeedback collectionProblem resolutionEmpathy and client advocacyCollaboration across teamsLeadership presence in reviews
Keywords for Your Resume
Client Retention Managerclient retentioncustomer loyaltyreduce churn ratesattrition ratesQuality Improvement Plans (QIPs)QIP deliveryQIP tasksQIP reviewsclient risk trendsrisk response playbooksAt RiskActive health statusrecovery effortschurn reasonsclient data analysisdata-driven insightscross-functional collaborationService DeliverySalesProduct DevelopmentCustomer Successdisaster recovery
Deal Breakers
Must demonstrate experience with Quality Improvement Plans (QIPs) and driving QIP delivery to strict timescales, Must show ability to use data-driven insights to analyze client data/feedback for retention risk and churn drivers
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