Position Summary:
The Program Manager for collections and churn impact plays a pivotal role in maintaining customer loyalty, driving revenue growth, and ensuring the long-term success of the organization. This program manager will lead our collections operations and credit management. This will require the development of strategies and programs to secure the organization's financial health through programs. The Program Manager will collaborate with cross-functional teams, leverage data-driven insights, and uphold standards to achieve key performance indicators and enhance the overall efficiency of our revenue.
Key Responsibilities/ Duties:
- Develop and implement effective collections strategies to optimize debt recovery and minimize delinquencies.
- Collaborate with stakeholders to align collections strategies with overall business goals.
- Establish and monitor key performance indicators (KPIs) for the collections team.
- Analyze data and trends to identify areas for improvement and implement corrective actions.
- Balance effective debt recovery with maintaining positive customer relationships.
- Address customer inquiries and concerns in a professional and empathetic manner.
- Ability to manage the end-to-end credit process efficiently.
- Developing and implementing streamlined procedures for credit processing.
- Ability to address and resolve complex issues related to refund requests.
- Proactively identifying and mitigating potential credits.
- Provide training to customer-facing teams on best practices for collections and credit management.
Knowledge, Skills, Abilities, and Behaviors:
- In-depth knowledge of the customer journey, from acquisition to retention.
- Familiarity with customer segmentation and personalized approaches.
- Proficiency in data analysis to interpret customer behavior and collections patterns.
- Knowledge of key performance indicators (KPIs) related to collections and credit management.
- Understanding of contract terms, conditions, and legal considerations.
- Knowledge of contract management and negotiations.
- Ability to understand and analyze financial data related to collections and credit issuance.
- Awareness of revenue impact and pricing strategies.
- Understanding of customer satisfaction metrics and strategies.
- Knowledge of customer experience best practices.
- Familiarity with risk assessment and mitigation strategies.
- Understanding of potential risks associated with customer churn.
- Strategic thinker with a deep understanding of customer success principles and best practices.
- Analytical mindset, with the ability to leverage data and metrics to drive informed decision-making.
- Experience working with customer success platforms preferred.
Education/ Experience:
- Bachelor's degree in business, finance, or a related field.
- 5+ years of experience in customer success and program management.
- ITILv (Preferred)
Certifications:
Physical Demands:
Sedentary Work – Exerts up to 25 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.
Disclaimer:
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
