Client Retention & Implementation Manager

Role Overview
We are hiring a customer facing Project Manager with strong US voice and retention experience to manage pre install homeowner communication for a US based solar company.
In this role, you will act as the single point of contact for customers during the critical survey and pre installation phase, ensuring schedules stay intact and customers remain committed through confident, controlled communication.
This is not a support role.
This is a customer retention and coordination role that requires ownership, judgment, and the ability to handle difficult conversations without escalation.

Key Responsibilities

• Act as the Project Manager for assigned customers during the pre install phase
  
• Call US homeowners to confirm and reschedule site surveys and installations
  
• Proactively manage customer expectations around timelines and delays
  
• Handle frustrated or cancellation prone customers and retain projects before installation
  
• Communicate next steps clearly and confidently to maintain customer trust
  
• Coordinate internally with operations, scheduling, and field teams
  
• Document conversations and project updates accurately
  
• Ensure projects move forward without customer drop off

Requirements

equired Experience and Skills

• 3 to 6+ years of experience in US or UK voice process
  
• Prior experience in customer retention, save desk, escalations, renewals, or high ticket appointment setting
  
• Experience owning customer communication end to end
  
• Excellent spoken English with a neutral international accent
  
• Strong objection handling and de escalation capability
  
• Ability to communicate with authority while maintaining empathy
  
• Comfortable managing multiple customers and timelines simultaneously
  
• Stable work history in international BPO or customer facing roles
  

What This Role Is NOT

• Not entry level
  
• Not back office or non voice
  
• Not basic customer support or script reading
  

This role requires tenure, maturity, and ownership mindset.