Position Summary

Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We’ve grown into one of THE most recognized global brands. We consider ourselves “relentless pioneers” that push boundaries and defy barriers. The company pushes beyond the limits of today’s technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks, and digital displays. As EPA’s ENERGY STAR® Corporate Commitment Partner, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices, and operations.

People | Excellence | Change | Integrity | Co-prosperity

We are currently seeking a Senior Customer Retention Strategist to join our dynamic team in Ridgefield Park, NJ. The Senior Customer Retention Strategist will be responsible for customer retention strategy and oversight for Visual Experience Transformation (VXT), Samsung’s content management software solution. This person will be accountable for churn rates and tasked with maximizing the customer experience through process optimization, support resource performance management, and product roadmap influence. The role is accountable for the VXT support experience of ALL customers, from SMB to large enterprise, and will be required to operate nuanced support management processes accordingly.

Role and Responsibilities

Essential Duties:

Identify causes of dissatisfaction in software support operation and implement improvement plans.Define key customer retention and support performance metrics, then build a plan for weekly monitoring.  Manage accountability mechanisms with parties delivering support, including but not limited to Network Operations Center (NOC), Product Operations in HQ, and Customer Service.Create and manage differentiated customer satisfaction strategies for various market segments.  Ensure key customers are well supported by their designated account representatives.As the business stakeholder for customer escalations, engage directly with key customers on occasion to deescalate and collect VOC.Develop a deep understanding of the user experience and influence product development and product management leadership to prioritize needed features.Build and manage a data collection plan to improve advance customer satisfaction risk sensing.

Skills and Qualifications

Necessary Skills / Attributes:

Process-oriented and data-drivenLeadership and collaboration skills to drive performance laterally within the organizationKnowledge of call center management and performance metricsExperience working in cloud software product supportSupreme soft skills and ability to deescalateStrong utilization of MS Excel and VisioSLA ImprovementUX ExperienceProgram Management10 years relevant experience

Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/

Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/

Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 6 months), Paid Time Off, Student Loan Program (after 6 months), Wellness Incentives, and many more.  In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.

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At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.

* Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and  provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.

Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process

Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or SEA_Accommodations_Ext@sea.samsung.com for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.