Avetta’s SaaS platform connects the world’s leading organizations with qualified suppliers, contractors, and vendors. We bring unmatched visibility to companies through cloud-based technology and human insights. As a result, we foster sustainable growth for businesses and their supply chains. Our SaaS subscription software is used by 85k+ active customers in over 100 countries.
Summary:
The Manager of Global Supplier Retention plays a pivotal role in overseeing the Retention Department's efforts, focusing on maximizing customer retention, enhancing the lifetime value of Avetta’s existing supplier base, and ensuring seamless integration of retention strategies across all operations. This role leads a dynamic, high-performance team responsible for delivering exceptional service to clients while driving continual improvements in processes, automation, and customer satisfaction.
Essential Duties and Responsibilities:
- Team Leadership & Development:
- Coordinate recruitment, onboarding, training, and continuous development of new team members to build a high-performing retention department.
- Foster a collaborative, results-oriented team culture through active coaching, feedback, and development, aligning with the company’s core values.
- Create and implement a comprehensive training program for team members, ensuring they are well-equipped to achieve departmental goals and exceed client expectations.
- Mentor and provide performance-based coaching to team leads and individual contributors to reach their performance metrics and elevate their skills.
- Establish individual and team sales goals, metrics, and performance targets to drive the retention team’s success.
- Promote team members based on performance evaluations and organizational needs.
- Operational Excellence & Process Improvement:
- Oversee and enhance the retention team's workflows, including automation, technical cases, bug resolution, process improvements, and reporting.
- Champion continuous improvement initiatives, identifying areas for operational optimization and implementing effective strategies for improvement.
- Lead process testing and the introduction of new initiatives to streamline operations, enhance customer satisfaction, and drive retention.
- Implement data-driven solutions to assess and refine retention strategies, aligning with broader company objectives and customer expectations.
- Ensure that operational metrics and departmental KPIs align with company-wide objectives, continuously adjusting where necessary.
- Customer Retention & Satisfaction:
- Take ownership of managing escalated supplier cases through phone, email, and other communication channels, ensuring high levels of satisfaction and resolution.
- Work closely with billing representatives, CRM administrators, and developers to ensure seamless integration of retention processes across departments.
- Innovate new sales channels and retention strategies to ensure suppliers continue to see value, leading to long-term engagement with Avetta’s services.
- Monitor supplier feedback and trends to identify areas for proactive intervention, reducing churn and increasing retention rates.
- Reporting & Communication:
- Responsible for compiling and presenting regular reports on the Retention department’s progress, key metrics, and challenges to company executives.
- Ensure transparency of retention activities and results, providing actionable insights and strategic recommendations to senior leadership.
- Communicate effectively with cross-functional teams, ensuring alignment on goals, processes, and customer needs.
- Additional Responsibilities:
- Manage team schedules, time tracking, and administrative support, ensuring optimal coverage and performance.
- Collaborate with developers, technical teams, and product management to ensure smooth implementation of retention-related initiatives.
- Lead brainstorming sessions to identify new process improvements, customer retention strategies, and sales opportunities.
- Ensure adherence to deadlines and operational targets, remaining calm and effective under pressure.
Minimum Qualifications:
- A deep passion for building and nurturing team cultures that drive success, motivation, and engagement.
- Strong process orientation with a track record of streamlining operations for improved efficiency and outcomes.
- Proven success in sales-driven environments with a strong ability to develop and meet performance targets.
- Exceptional communication skills, with the ability to engage, motivate, and influence both internal teams and external partners.
- Strong analytical skills, with the ability to interpret data and leverage it for decision-making and process improvement.
- Detail-oriented with the ability to manage complex processes while ensuring high levels of quality and accuracy.
- Demonstrated organizational skills and the ability to manage multiple projects simultaneously.
- Ability to remain calm and focused under pressure, delivering results within tight deadlines and high expectations.
- A coachable mindset with a willingness to learn, grow, and adapt to new challenges.
Metrics That Matter:
- 20% monthly supplier deactivation save rate
- 40% monthly supplier downgrade save rate
- Ongoing alignment of operational metrics with company goals and executive reporting
Education, Training, and Experience:
- Required:
- 4+ years in leadership with a demonstrated ability to develop and manage a successful team.
- Proven track record and expertise in retention and relationship management.
- Experience in process building and innovation, with a focus on optimizing workflows and driving continuous improvement.
- Preferred:
- Business development experience, particularly in retention-focused roles.
- Background in SaaS and/or Professional Services Software-based organizations.
- Experience with CRM platforms (e.g., Salesforce) and other sales management tools.
- Familiarity with working in cross-functional environments, especially with technical teams like developers and product managers.
