CUSTOMER RETENTION MANAGER (REMOTE)

Base Salary: $90,000 - $110,000

Coverage Area: Mid-Atlantic & New York

50% travel is required.

First things First: Who are we? 

Twice the size of our next largest competitor, First Student is the leading school transportation solutions provider in North America. Every day, we complete 5 million student journeys, moving more passengers than all U.S. airlines combined. With a team of highly trained drivers and the industry’s strongest safety record, First Student delivers reliable, quality services including full-service transportation and management, special-needs transportation, route optimization and scheduling, maintenance, and charter services for 1,100 school district contracts. 

About the Position 

First Student is seeking a passionate and experienced Customer Retention Manager to serve as a liaison between First Student customers, business development, field operations and other cross-functional teams to deliver on retention goals. Hand-in-hand with operations, this person will be responsible for providing strategic support and leadership to manage and elevate retention and growth activities within First Student’s existing customer base.

The Customer Retention Manager will develop and foster executive business relationships with customers to ensure contract retention. Partnering with operations, they will drive the delivery of contract renewals, timely product implementation, account reviews, increased account product presentation, elevated customer satisfaction, and goodwill activities. Responsibilities include retention account planning/strategy development and execution in coordination with operations. 

This person will have a direct impact on growing and maintaining retention rates of our customers from the time we win/acquire new business through their lifecycle. Exerted efforts will result in the successful onboarding of new customers and increased retention and upsell/cross-sell rates. Success KPIs will encompass customer onboarding, retention, growth and profitability, and execution of marketing/customer/community engagement strategies.

Customer Retention Manager Responsibilities: 

• Support a dedicated area and/or region to achieve growth and customer retention objectives while developing and maintaining trusted relationships at all levels within the customer organization. 
• Develop and support region with customer engagement and account management tools. 
• Share technology and service offering information, insights and benefits to help the customer understand and compare to other providers and share the advantages, values and benefits of First Student to parents and community members.
• Host regular check-ins and business reviews with customers to ensure the adoption of new technology or services and the realization of success criteria.
• Actively use Salesforce to manage/update relationship information. Monitor accounts and align with region to ensure all required data is uploaded/maintained. Help support the field to increase Salesforce maturity.  
• Other duties as required or assigned

Customer Retention Manager Qualifications:  

• Bachelor’s degree or similar college-level education, or 3-5 years of related experience and/or training
• 3 years of customer success and/or customer account management experience
• A history of developing new accounts
• Experience serving as a customer advocate with the ability to understand the needs of the client and deliver on those needs
• Excellent writing skills, with a strong orientation to detail and service.
• Experience using customer relationship management software, Salesforce strongly preferred
• Advanced knowledge of word processing, spreadsheet and presentation software.
• Project management experience strongly preferred
• Ability to exercise independent thinking with a high level of prioritization skills
• Ability to generate creative ideas, meet multiple deadlines and work independently.
• Knowledge of business and management principles.
• Travel is required

First for a Reason   

Benefits 

We offer competitive compensation and benefits (which vary based on role, location, and business), including physical and mental health initiatives, medical/dental/vision, 401(k), and paid holiday/vacation. 

Professional Advancement 

Start here. Go far. We believe in promoting from within which means tremendous opportunities for you, thanks to our strong presence across North America.

Extensive Training 

Build skills and knowledge in such areas as safety and security, injury prevention, technology and equipment, and job efficiency. 

Diversity & Inclusion 

Because we’re stronger together, we aspire to have a culture where all people are First. We’re committed to providing an inclusive and diverse working environment for everyone every day. 

Community Service & Impact 

Go where opportunity meets community. Our customers are at the heart of everything we do. As the face of First in your community, you’ll have a positive impact on others.  

Apply today and get your career on the road with First Student!  

We aspire to have a culture where all people are First. We strive to attract and retain a diverse workforce therefore all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. First is also committed to providing a drug-free workplace. For candidates applying to positions in San Francisco or Los Angeles California, First will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance or Los Angeles Fair Chance Ordinance. First is an equal opportunity employer and by doing so we will sustain and promote an inclusive culture that supports future growth for all.