Retention Operations Program Manager
Logistik, försäljning och verksamhet · Försäljning och affärsutveckling · Säljverksamhet
I korthet
Ericsson is seeking a Retention Operations Program Manager for a hybrid role in Plano, TX or Boise, ID. This individual contributor position focuses on designing and improving programs to drive customer retention and renewal performance across software and services portfolios. The role requires strong program management, data analysis, and cross-functional collaboration skills.
Ansvarsområden
- Lead cross-functional retention and renewal programs from design through execution, tracking KPIs and outcomes
- Design and document standardized retention and renewal processes, policies, roles, and handoffs to reduce friction and clarify accountability
- Use data and analytics to identify churn risks, define metrics, and translate insights into targeted initiatives and playbooks
- Coordinate stakeholders across Customer Success, Renewals, Sales, Operations, Finance, and Analytics; communicate status, risks, and key decisions
- Support change management, communication, and training for new or updated retention processes, tools, and playbooks
- Continuously review program and process performance, proposing and implementing improvements aligned with Ericsson's governance and quality standards
Krav
- Bachelor’s degree in business, Operations Management, Engineering, Data/Analytics, or related field — or equivalent practical experience
- At least 5 years of experience in Sales Operations, Program Management, Customer Success and/or Renewal Programs or similar roles in a B2B technology, SaaS, or telecom environment
- Demonstrated experience leading complex, cross-functional programs with measurable business outcomes related to retention, renewals, or customer lifecycle
- Strong program management skills: planning, prioritization, risk management, and stakeholder communication
- Solid understanding of customer lifecycle concepts (onboarding, adoption, value realization, renewal, expansion, churn) and their operational implications
- Ability to define metrics, interpret analyses, and convert insights into concrete action plans
- Effective collaboration skills with the ability to build alignment across diverse stakeholder groups without direct authority
- Strong sense of ownership and self-direction in a fast-paced, evolving environment
- Fluency in English (spoken and written)
Önskade kvalifikationer
- Experience with CRM/Customer Success platforms (e.g., Salesforce, Gainsight)
- Experience with process improvement methodologies (Lean, Six Sigma)
- Experience with global team collaboration
- Experience creating operational documentation such as playbooks and process maps
Förmåner
- Opportunity for an annual bonus based on business and individual performance
- Subsidized, nationwide PPO medical benefit options
- Subsidized dental and vision coverage
- 401(k) plan with a 4% company match and immediate vesting
- Company-paid employee basic life and AD&D insurance
- Company-paid disability benefits
- Minimum of 15 days of accrued vacation
- Up to 3 personal days per year
- 11 annual holidays
- 8 hours of volunteer time
- 80 hours of sick time annually
- Up to 16 weeks of paid maternity leave
- 6 weeks of parental or adoption leave at 100% of pay
- Comprehensive Employee Assistance Program
- Mobile therapy
#Retention#Operations#Program Manager#Customer Success#Renewals#B2B#Technology#SaaS#Telecom#KPIs#Process Improvement#Data Analytics#Stakeholder Management
Företag
Ericsson
Publicerade jobb
för 3 veckor sedan
Anställningstyp
Heltid
Arbetsform
Hybrid
Erfarenhetsnivå
Mellannivå
Platser
Boise, United States
Plano, United States
Kvalifikation
Kandidatexamen
Sökande
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