The Community Solutions Retention Manager directs a team of sales and retention staff to drive account renewals and maximize customer satisfaction. This highly driven leader of team is responsible for meeting sales renewal targets, motivating team members, reviewing and directing contract negotiations, and implementing improvements to increase efficiency. The Community Solutions Retention Manager will support renewal sales staff by working with internal functional teams that impact customers’ account status with key areas including: Sales, Sales Operations, Legal, Customer Operations, and Billing. The retention manager will actively manage assigned inventory, review opportunities, create custom offers, manage critical customer relationships, and review performance with leadership.

Actively and consistently support all efforts to simplify and enhance the customer experience.

Responsible for meeting and exceeding budgeted sales goals and quota

Supervise a Team of retention staff responsible for renewing bulk contracts

Coordinate and communicate SCS activities with designated leadership and stakeholders to maximize SCS investments and revenues

Manage and monitor functions relative to staff including selection, training, development, performance evaluation, discipline, termination and salary/status change recommendations

Responsible for the oversight of the retention commission plan, compliance and achievement to plan

Work with Sales Operations team to ensure that contract administration is being maintained in accordance with company objectives.

Work closely with the legal team on all SCS contracts to ensure compliance and maximize return on investment.

Develop and implement programs and strategies designed to improve upon and support the Company image and reputation with property owners in the interest of building long-term business relationships

Respond to competitive threats and work with Legal on all violations of exclusive rights

Perform public relations and liaison functions with homebuilder's associations, multi-family housing groups and county/city building agencies

Lead and participate in succession planning

Perform other duties as requested by supervisor.

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Proficient written and oral communication and interpersonal skills

Ability to lead and manage a diverse team of customer facing sales associates

Ability to present to enterprise level clients

Ability to learn quickly and apply that knowledge in a cross-functional team environment

Ability to multi-task and prioritize projects based on timing and resource availability

Strong customer service, organizational, analytical and follow through skills

Ability to maintain confidentiality

Ability to prioritize and organize effectively

Ability to use personal computer and software applications (Powerpoint, Word, Excel, and Webex)

Prior Business Sales or Account Support experience/knowledge preferred

Valid driver’s license, satisfactory driving record with Company-required standards

Required Education

Bachelor’s Degree preferred or equivalent combination of education and experience

Required Related Work Experience and Number of Years

Preferred Skills/Abilities and Knowledge

Knowledge of cable television and associated billing systems is strongly preferred

Preferred Education

Preferred Related Work Experience and Number of Years

Prior experience in a retention and /or sales environment 2-4 years

Prior experience in the telecommunication industry 2-4 years

Working Conditions

Office environment

EOE

Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

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SAM505 2024-43721 2024

Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.


A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.


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