Retention Manager

As a leader in Medicare health insurance distribution, Spring Venture Group guides people through one of their most important life decisions — finding the right insurance coverage. We are on a mission to improve lives through work that matters: protecting our clients’ health and financial wellbeing while setting a new standard for employee and customer experience. 

Spring Venture Group offers incredible culture, benefits, and fantastic income potential in a stable and successful work environment at a Medicare agency. This starts with a workplace that empowers people to do their best work. Come build a rewarding career and make a meaningful impact on peoples’ lives in an environment that values your determination. Join our diverse, inclusive team and get ready to crush your goals!

• This role is a hybrid role out of our downtown Kansas City headquarters and we are not able to sponsor for this role.

OVERVIEW

The Retention Manager is responsible for overseeing a team of Customer Success Agents (CSAs) to deliver an exceptional overall customer experience and drive customer retention. The Retention Manager, will achieve this by collaborating with cross-functional internal stakeholders, including Marketing, Licensing, Sales, Customer Care, and Agency Operations, to execute on client retention strategies and tactical plans. 

REPORTS TO

The Retention Manager reports to the Director, Customer Success in the Customer Experience department.  

ESSENTIAL DUTIES

The essential duties and responsibilities for this position include, but are not limited to: 

• Form a deep understanding of the company’s “why”, value proposition, mission, and service values to ensure all customer interactions are reflective of the SVG brand promise.
• Maintain a deep understanding of SVG’s product features and capabilities.
• Define and implement company client retention strategies and tactical plans, including improvements to the customer experience, achieving scalability, balancing cost, lowering churn, etc.
• Analyze operational metrics to ensure proper staffing, determine strategic wins and drive improvements that will increase confidence and value for customers. 
• Monitor and optimize critical business processes and tools to continually improve SVG’s Customer Retention Program. 
• Provide direction and oversight to a team of Customer Success Agents to achieve performance and operational goals by providing appropriate direction, coaching, timely performance feedback, and recognition. 
• Offer mentoring and direction to team members that support training, career development planning, and provide work assignments with growing levels of responsibility. 
• Determine team staffing needs and manage new talent interviewing, selection and hiring processes. 
• Present customer retention strategies, tactics, key insights, financial and non-financial achievements, quarterly progress updates, etc., to the Director, Customer Retention and Customer Experience Leadership. 
• Communicate detailed customer feedback data and analysis with the appropriate cross-functional internal stakeholders, such as Analytics, Marketing, Sales and Technology. 
• Perform other duties and responsibilities as assigned. 

PERFORMANCE CRITERIA

The Manager will be evaluated on an array of standards, but not limited to:

• Effective time management
• Decisiveness with sound judgment
• Professional growth
• Effective working relationships with peers, subordinates, and superiors
• Effective leadership qualities
• Ability to function as a team member
• Initiative in accomplishing organizational goals
• Creativity in problem solving
• Completes administrative assignments on time
• Demonstrates integrity
• Leads by example: including punctual, honest, active, energetic, and available

RETENTION MANAGER UNIQUE PERFORMANCE CRITERIA

The Retention Manager shall also be distinguished by the following criteria, but not limited to:

• Experience: Entry level of management
• Hiring & Training: Develop hiring and training skills
• Team Relationship: Focus on building individual relationships and developing leadership skills
• Vision: Focused almost exclusively on the day-to-day, internal issues of the organization, and are the first to see problems with the organization of the business ie: poor materials, processes and procedures, personnel issues
• Networking: Begins networking with other leaders with assistance
• Project Involvement: Assists in projects as assigned
• Role in Meetings: Conducts regular team meetings, assists in development of departmental meetings as requested 
• Targets: Goal setting and effort toward achievement will be measured 

BEHAVIORS 

The SVG behaviors are listed below: 

• Be Aware (Emotional Intelligence)
• Be Open & Honest (Communication)
• Be a Team Player (Teamwork and Collaboration) 
• Be Accomplished (Drive for Results)
• Be the Example (Develop Self & Empower People)
• Be Forward Thinking (Strategic Thinking)
• Be a Problem Solver (Continuous Improvement)

POSITION REQUIREMENTS 

The requirements to fulfill this position are as follows: 

Education/Experience:

• Bachelor’s degree
• Minimum of 3 to 5 years’ experience working in Customer Success, Retention or Sales 

Skills/Specialties

• Senior Insurance market experience
• Customer Success Experience
• Call Center Management Experience
• Must demonstrate a passion for delivering an exceptional overall customer experience
• Superior interpersonal and communication skills, including active listening
• Excellent customer service skills
• Strong planning and organizational skills
• Ability to analyze data and reporting to determine areas of opportunity 
• Ability to work and tackle problems independently
• Goal-driven to succeed
• Passion to continually improve 

Technical Skills

• Salesforce
• Amazon Connect
• Tableau
• Excel Proficiency

BENEFITS

• Competitive compensation Medical, Dental and Vision benefits after a short waiting period
• 401k matching program
• Generous paid time off program with an additional company break during the holidays
• Annual Volunteer Time Off (VTO) and a donation matching program
• Life Insurance Employee Assistance Program (health & well-being on and off the job) Rewards and Recognition
• Maternity and Parental Leave Training program and ongoing support throughout your entire Spring Venture Group career
• Diverse, inclusive & welcoming culture
• Optional enrollment options include HSA/FSA, AD&D, Spousal/Dependent life insurance,  Short Term/Long Term Disability, Travel Assist, and Legal plans

Security Responsibilities:

• Operating in alignment with policies and standards
• Ensuring acquisition and procurement follows security standards
• Promoting and supporting alignment with security standards for all areas of responsibility
• Reporting Security Incidents
• Completing assigned training
• Protecting assigned organizational assets

Spring Venture Group is an Equal Opportunity Employer