Daily Churn Review
Conduct daily churn review with Field Sales and Customer Support/CSM teams.
Ensure all cancellation/churn cases received through the designated cancellation process are captured and tracked.
Churn Analysis & Retention
Validate and establish the actual reason for churn/cancellation.
Interact directly with Enterprise customers, Sales and CSM teams to understand customer concerns.
For service-related churn, review relevant TT/ticket history, service performance and other available information to establish the RCA.
Identify appropriate corrective actions and coordinate with Service Assurance/NOC/other teams to address customer concerns.
Drive retention efforts and document the outcome for each case.
Daily Churn Reporting
Publish the daily churn report with:
Customer/link details
Actual churn reason
RCA/findings
Retention efforts made
Current status and action plan
Ensure the report is accurate, complete and circulated to relevant stakeholders within the defined timeline.
End-to-End Case Ownership




Own each retention case from receipt of cancellation request through final closure.
Coordinate with Sales, CSM, Service Assurance, NOC and other teams wherever required.
The role requires active ownership and driving of the case, rather than simply forwarding emails to other teams for investigation.
Monthly Reporting & CN
Ensure monthly CN is processed and approved within the defined timeline.
Publish the monthly churn review report with reasons, RCA and retention efforts latest by the 15th of the following month.
Prepare and share Net Add and Churn analysis reports in the prescribed format.
Management Reporting
Highlight high-value/multiple-link churn cases immediately to management along with churn reason, support required and retention efforts being made.
Prepare management presentations and periodic analysis on churn trends, customer concerns and retention performance.

Candidate Profile

The candida

📌 Retention Manager Noida (India)
🏢 Tikona Infinet
📍 India