Client Retention Manager


Job Description

Do you want to work for one of Philly.com’s Top Work Places? Our employees are very proud that SofterWare is on the “Philly.com Top Work Places” list for the fifth time! The two keys to SofterWare’s success are customer and staff happiness, and they are two reasons we’ve enjoyed over 35 years of continuous growth. In addition to a challenging and rewarding career, SofterWare is also a fun place to work with barbeques, Phillies games, company sport’s teams, a wellness program, casual dress environment, and so much more.

The success of SofterWare’s products is due, in large part, to the skills and professionalism of our employees. We are currently seeking a Client Retention Manager to lead company-wide efforts aimed at ensuring the overall satisfaction, retention and success of SofterWare’s customers utilizing our SaaS products. SofterWare places a high value on having satisfied customers. Some of the drivers of our continued growth and success are customer renewals and new sales resulting from referrals from existing customers. The Client Retention Manager will be someone who will not only maintain our track record of success with existing customers but also actively pursue additional means to further increase customer satisfaction and retention.

Responsibilities Include:

  • Work closely with other members of SofterWare’s Management team and staff to ensure that efforts are implemented to improve customer retention, customer satisfaction measures, and customer engagement.
  • Analyze, discover, and provide feedback to cross function teams on customer experience and concerns with can lead to customer attrition.
  • Oversee efforts to measure and improve client success in using our products.
  • Supervise Client Advocates and Client Outreach Coordinators – evaluate effectiveness and productivity and provide performance reviews.
  • Serve as an escalation point when needed to resolve customer issues.

Requirements

  • Dedication to customer satisfaction
  • Strong orientation to building and following robust processes to increase efficiency
  • Data driven analytical skill- ability to analyze and track key metrics in order to make strategic business decisions
  • Proven success in problem-resolution
  • Previous experience in a SaaS company is desired
    Bachelor Degree in Computer Science or equivalent in a related field.
  • Previous experience in a sales or retention role is desired
  • Ability to meet deadlines for multiple concurrent projects
  • Collaborative nature – values teamwork
  • 5+ years of Customer Relations experience
  • 2+ years experience in a managerial position
  • Detailed knowledge of at least one SofterWare product considered a plus
  • Proficient at Microsoft Excel

Company Background

SofterWare is headquartered in Horsham, with over 200 personnel worldwide. We are a Microsoft Certified Development Partner with thousands of delighted clients throughout the US and internationally, and are featured in the Deloitte Fast 50, Inc. 5000, and Software Magazine Top 500 list of companies and Philly.com Top Workplaces. SofterWare specializes in developing software for vertical markets – primarily nonprofit organizations, private and public schools, child care centers, and camps. We offer an excellent benefits package, including:

  • Medical, Prescription, Vision, and Dental Insurance
  • Short term disability
  • Pre-Tax Coverage for Dependents and Voluntary Benefits
  • Wellness Program
  • Quarterly Incentive Bonuses
  • 401(k) and Profit Sharing Retirement Plan
  • PTO (including time off for Volunteer/Community Service)
  • To learn more about SofterWare, click here!

    *When responding to this posting, please include a cover letter, and state your salary requirements. Applications missing these elements will be delayed or rejected.