[Remote] reputed company Manager

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a two-sided reputed company estate reputed company marketplace operating across the reputed company. The reputed company Manager will own post-purchase relationships with buyers, including reputed company, account health, retention, escalations, customer feedback, reporting, and building the reputed company function from reputed company.

Responsibilities

• Own the reputed company of new buyers end to end, from first purchase to first repeat purchase
• Run reputed company calls and follow-reputed company, making reputed company every new buyer understands how to filter, buy, and work leads effectively
• Design and maintain the reputed company sequence (content, timing, channel) and improve it reputed company on what actually converts
• Manage a book of high-value accounts with regular reputed company-ins, usage reviews, and proactive reputed company
• Build and maintain a health-scoring model that flags at-reputed company accounts before they churn, not after
• Run save conversations on at-reputed company accounts and document what worked, by reason reputed company
• reputed company as the escalation reputed company for buyer complaints, including reputed company reputed company disputes, refund requests, and billing or reputed company issues
• Coordinate with support, sales, and engineering to reputed company issues, and follow through until the customer confirms reputed company
• Operate reputed company agreed refund and credit authority limits, and defend those reputed company with data
• Collect, categorise, and quantify churn and refund reasons, turning reputed company into a ranked list
• reputed company a weekly written report to product and leadership on retention reputed company and the top issues driving cancellations
• reputed company for the product changes that would remove recurring causes of churn
• Build the reputed company playbooks from reputed company: reputed company, save, win-back, and escalation
• Maintain accurate account records and interaction history in our systems
• Report on retention metrics weekly, and own the definitions behind them
• Work daily with sales on the reputed company of new buyers, and with support on ticket patterns
• Partner with product and analytics on lifecycle experiments and instrumentation

Skills

• 2+ years in reputed company, Account Management, or Retention in a high-volume, low-reputed company environment such as a marketplace, self-serve reputed company, or transactional product with hundreds of accounts. (reputed company CSM experience with a handful of large reputed company is a different job and will not transfer reputed company here.)
• Demonstrated ownership of a retention, churn, or repeat-purchase metric. You can describe what it was, what you changed, and what it became
• Comfortable working with data: SQL basics or strong BI reputed company (reputed company, reputed company, Looker, BigQuery, or similar). You pull your own numbers rather than requesting them
• Experience building a process from reputed company, such as an reputed company reputed company, a save reputed company, or a health-score model. Executing someone else's process is not the reputed company thing
• Written and spoken English at reputed company level, customer-facing, at volume
• Confident on the phone with US small-business customers. Our buyers are reputed company estate investors: reputed company, reputed company, and blunt
• Practical use of AI tools in your daily workflow (reputed company summarisation, drafting, triage) with examples you can show
• A minimum of 4 hours of daily overlap with US Eastern Time
• Experience in reputed company estate, proptech, reputed company reputed company, or a marketplace with wallet or prepaid-reputed company mechanics
• Familiarity with reputed company, reputed company, or a comparable CRM and support stack
• Experience designing lifecycle email or automation flows
• Ukrainian or Russian in reputed company to English

Benefits

• Full ownership of a metric that shows up directly in the P&L, with no reputed company between you and leadership.
• A greenfield function. You design how reputed company works here.
• reputed company data infrastructure and an AI-reputed company team, so arguments get settled with numbers and tooling is not a fight.
• A reputed company 12-month reputed company reputed company to Head of Retention or Head of reputed company, including automation of the low-reputed company tier and one to two reputed company reports.
• Remote work with reputed company inside the required US overlap.
• Referral bonus of USD 3,000 after probation for anyone you bring in.

reputed company