Do you love to build, innovate, create and collaborate? Come grow your career and make an impact with PrimePay - a growth focused, flexible and established Human Capital Management (HCM) SaaS technology company.    

As we continue our evolution and growth into a leading HCM SaaS technology provider to businesses, we are seeking our next Manager, Retention & Operations. 

The Manager, Retention & Operations is responsible for overseeing and managing both operational processes and customer retention strategies to drive organizational success. This position involves optimizing daily operations, including Salesforce functionality, contract alterations, and cancellations, while simultaneously leading efforts to reduce churn and improve customer loyalty. The ideal candidate will be an experienced manager with a strong understanding of operations management, retention strategies, and cross-functional collaboration, working closely with multiple teams to enhance both customer satisfaction and operational efficiency. 

Additionally, this role is responsible for continuously optimizing onboarding and professional services processes, improving project efficiency, and ensuring the effective use of tools such as Inspire Planner (project management) and Salesforce (CRM). A strong understanding of project management methodologies, leadership skills, and a data-driven approach are essential for driving operational excellence and enhancing the overall client experience. 

Responsibilities: 

• Oversee and manage teams responsible for both operations and customer retention efforts. Mentor and guide staff in their professional development, including developing training programs and providing ongoing feedback
• Ensure seamless execution of all operational processes, including Salesforce functionality management, contract alterations, renewals, cancellations, and process optimization
• Develop and implement comprehensive retention strategies aimed at reducing churn, increasing customer loyalty, and driving engagement. Lead retention efforts such as CRM management, email campaigns, and client follow-ups
• Collaborate closely with customer support, sales, service, marketing, and implementation teams to align retention strategies, operational efficiencies, and customer experience initiatives
• Utilize customer engagement metrics and operational data to identify trends, analyze performance, and adjust strategies accordingly. Provide regular reports and actionable insights to senior leadership
• Implement and monitor quality control processes to ensure product and service excellence. Continuously identify and execute operational improvements to enhance team performance and customer retention
• Work with marketing teams to execute retention campaigns, including personalized emails, win-back strategies, and client-focused content. Manage and track the success of these campaigns
• Address escalated client concerns, ensuring prompt and effective resolution of retention-related inquiries to maintain strong customer relationships
• Monitor and achieve retention KPIs such as churn reduction, engagement increase, complaint resolution efficiency, and ROI for retention programs

Qualifications: 

• Bachelor’s degree in Business Administration, Marketing, Operations Management, or a related field
• 5-7 years of experience in operations management, customer retention, or a related field, with at least 2 years in leadership or managerial role
• Proven leadership skills with the ability to manage cross-functional teams and foster a collaborative work environment
• Strong problem-solving abilities, with a focus on process optimization and retention strategy development
• Proficient in CRM systems, Salesforce, and PrimePay’s product suite.
• Skilled in email marketing platforms and customer engagement tools
• Ability to analyze data and make strategic decisions based on retention metrics, including churn rates and customer engagement levels
• Excellent verbal and written communication skills, with a customer-centric approach and the ability to handle sensitive situations with professionalism
• Strong project management skills, with the ability to prioritize tasks and manage multiple initiatives simultaneously
• Experience in leading retention campaigns and implementing strategies to increase customer loyalty and reduce churn

PrimePay Offers: 

• A competitive salary in the $75 - $85K range based on experience 
• Access to personal, group training and career advancement 
• Leadership development through individualized support and career mentoring 
• Medical, dental and vision insurance, 401(k) with match, paid time off, paid holidays, flexible spending account, life insurance and STD/LTD 

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