Client Relations Manager

Retention Manager

Key Purpose

The Retention Director will focus on the retention and renewal of existing clients using a proactive retention framework. He/She/They will provide clients with clear and easily understandable information regarding all phases of our service offerings and our commitments to the continuation of business relationships.

 The Retention Director will work in collaboration with Program Managers, Commercial segment leadership, business development and Key Account Managers to achieve client retention objectives. The ideal candidate will be technically savvy, possess highly developed communication ability, and experience identifying opportunities and new solutions. 

Success Criteria

• 98% client retention target
• Ability to guide colleagues in embracing process improvement measures and innovation
• A drive to creative problem solving for new challenges
• An interest in standardizing solutions to recurring challenges
• Working within proactive retention framework

Key Areas of Collaboration and Influence

• Support the North America team, and report into the Head of Client Development
• Align closely and collaborate with the communication and marketing, pricing, solutioning, sales, and pursuit management teams to ensure clear and consistent messaging and brand standards

Ideal Candidate Experience

• Bachelor or Master’s degree in Business, Marketing, Communications, or similar
• 5+ years of relevant career experience in a Business Development/Sales/Retention or Operations role in facilities management and/or integrated facilities management
• Experience with integrated facilities management brand and concept development
• Must possess high level executive communication, and pursuit management skills
• Advanced Microsoft Excel skills
• Must be able to communicate through using influence at senior levels of the organization
• Must possess a strong financial acumen, and a history of solving for financial concerns, with the ability to deliver revenue and margin
• Must have ability to see/visualize what is needed that does not exist currently
• Must be able to define solutions for current state, and be able to identify how to streamline (solution) to meet company needs

Key Accountabilities

• Maintain market position by fostering, developing, defining, and closing business relationships with key stakeholders
• Implement the proactive retention framework
• Create loyalty with regular and consistent communication, feedback, and exemplary support
• Establish cadence structure for customer communication and Executive Business Reviews
• Coordinate communication and Executive Business Review content to facilitate renewals and ongoing engagement
• Identify trendsetter ideas by researching industry and related events, publications, and announcements
• Renew business deals by coordinating requirements; developing and negotiating contracts; and integrating contract requirements with business operations
• Enhance ISS reputation by accepting ownership for accomplishing new and different requests
• Explore opportunities to add share of wallet

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at a time
• Must be able to travel up to 50%

ISS offers full time employees a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program based on employment status. The annual salary range for this position is $105000 per year- $145000 per year. Final compensation will be determined based on experience and skills, and may vary from the range listed above.

As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to positively influence the market wherever we operate.