Customer Retention Director - SC SaaS Renewals

Blue Yonder Job Title:

Director, Customer Retention

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.

What you will do:

• Establish objectives and metrics for the Customer Retention teams concerning risk and attrition management

• Define and revise the compensation plan for customer retention roles to align with organizational goals.

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

• Work with the Renewals team to successfully execute the devised strategies

• Recommend and execute alterations to the overall Risk management process considering both data and strategic insights

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

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

• Update and disseminate alterations to the Risk Management playbook ensuring comprehensive awareness.

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

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

• Conduct and share attrition reviews with relevant teams to instigate internal actions for preventing future occurrences.

• Oversee the Predictive Attrition Process to ensure thorough analysis and timely updates concerning at-risk customers.

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

What we are looking for:

• Bachelor’s degree in Business, Marketing, or related field preferred.

• Minimum of 5+ years’ experience in customer retention, customer success, or a similar role within a supply chain or technology-oriented company.

• Experience managing $500M+ ARR required

• 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.

#LI-REMOTE

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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 more

At 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.

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