SENIOR MANAGER, REVENUE RECOVERY

The Senior Manager, Revenue Recovery reports to the Senior Vice President of Sales Strategy & Acquisitions.  This role will lead a team of customer cancelation specialists to deliver on cancelation initiatives.  This position will work to reduce client cancelations while simultaneously being a voice for customers to improve their business requirements.  This position will work as a liaison between customers and Sales to effectively understand and anticipate customer needs while problem solving and negotiating. #LI-AK1

PRIMARY RESPONSIBILITIES

• Build a Customer Cancelations team and playbook.
• Eliminate customer perceived acceptance of cancelation and reduction of time to act from 30-45 days to <;5 business days.
• Reduction of surprise cancelations to gain of efficiency with a single source of truth for reporting cancelations.
• Mitigate ACV loss and/or negotiate remaining fees if cancelation is imminent.
• Reduction in nonstandard cancellations, improved customer experience and reduction in credit requests for RAF.
• Align customer contracts in real time resulting in a reduction of credit requests and ACV loss.
• Ensure approved cancellations are done accurately to improve customer service.
• Deliver a minimum of $3M in cancelation recovery per year.
• Effectively understand customer needs, solving problems and negotiating. 
• Utilize a contact management system to plan and complete cancellation activities and CHE’s.
• Effectively negotiate remaining access fees within designated range. 
• Manage the performance and development of the Customer Cancelations team.

QUALIFICATIONS

• Bachelor’s degree in business or related field
• A minimum of 8 years of experience in the multi-family industry Sales or Customer Success/Service
• 5 years of leadership experience
• Finance and/or contracts background preferred

KNOWLEDGE/SKILLS/ABILITIES

• Excellent written and verbal communication skills with an ability to communicate across the organization and externally with customers.
• Proven record of building relationships and negotiating with C-suite.
• Ability to take on new projects that lead to further team efficiency including acquisitions, etc.
• Strong organizational skills and ability to multi-task, self-start and self-direct work in an independent and fast paced environment.
• Ability to collaborate with teams in diverse functional areas with effective interpersonal skills necessary to build positive, productive, and effective professional working relationships.
• Proven analytical and problem resolution skills.
• Flexibility and ability to prioritize in meeting multiple goals.
• Adhere to internal controls, best practices, and efficiencies.
• Self-motivated and self-sufficient
• Detail-oriented & customer focused.
• Proficient with Microsoft Office and Salesforce.
• Ability (up to 10%) to travel for quarterly company Sales meetings.

Physical Demands and Working Conditions

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.

Qualifications

Behaviors

Motivations

Education

Experience

Licenses & Certifications