Customer Retention Analyst

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

Heartland School Solutions, a Global Payments Company, is a fast growing, computer software and service company in the School food service marketplace. We are seeking self-motivated, personable individuals with an aptitude toward analytics and customer retention. We offer a fun work environment, competitive wages and excellent benefits. Our products have continued to set the standard for product development and customer support that the rest of the industry is measured by.

​The Retention Analyst will primarily be responsible for sustainable business growth by retaining existing customers. Their goal is to figure out why users are leaving the product and how to prevent it while analyzing metrics and data to understand why customers abandon a product or service after using it.  The Retention Analyst will drive understanding of customer behavior, when it comes to using our products/brand, and promote healthy customer growth through constantly improving retention.

Job Details:

• Work with large data sets of customer behavior analytics to understand churned customer behavior

• Measure user stickiness around the product (how many customers return to your product because it’s engaging and valuable to them)

• Design and implement customer retention strategies that increase the customer lifetime value

• Determine why customers leave a product/brand and develop prevention plans

• Partner with internal team to advance client loyalty and reduce at-risk and loss

• Understand customer engagement with product/brand

• Manage data around customer loss and prevention among all tier clients

• Oversee Net Promoter Score Survey, including data and client feedback

• Understand industry competition and 

• Perform periodic S.W.O.T. Analysis

• Develop and manage KPIs of the program

• Participates in interdepartmental discussions and planning to evaluate procedures and processes and achieve company goals

• Research and report client data, periodically to stakeholders

• Distribute team training on all customer retention efforts 

• Provides management with statistical data and market information regarding member issues and reports

• Prepares reports from customer data regarding member retention activities and results in order to identify positive and adverse trends

• Identify key event drivers and behaviors to target high risk customers for proactive measures

• Creation and streamlining of new reporting metrics

• Collaboration & Execution

• Analyze and understand the composition of the customer base and develop effective retention strategies

Position Requirements:

• Able to work patiently with end-users of both a technical and non-technical background

• Strong communication skills, both verbal and written 

• Must demonstrate professional etiquette 

• Respond to customer concerns, complaints, or inquiries in a timely, professional, and responsive manner

• Strong team player and solution oriented

• Quick learner, self-starter, with the ability to support multiple applications

• Maintain KPI/Metrics 

• Ability to present to small or large groups

• Analyzing customer behavior.

• Gathering information about customer complaints

• Developing aggressive retention strategies based on customer feedback

• Writing and presenting customer behavior reports

• Building positive relationships with customers and business associates

Qualifications:

• Strong ana