Job Description
We are looking for a Renewals Team Manager to join the National College team.
As the Renewals Team Manager, you will be responsible for leading and managing a team focused on driving customer renewals and ensuring high customer retention rates. You will also be working alongside the team to save cancellations and actively build relationships with customers.
You will play a critical role in developing and implementing strategies to increase customer satisfaction, minimise churn, and maximise revenue from existing accounts.
The ideal candidate is a highly motivated and customer-centric individual with strong leadership skills and a proven track record in managing successful renewal teams. Desirably you will have an understanding of the education industry and a passion for delivering outstanding customer service.
Requirements
* Team Leadership: Lead, motivate, and develop a team of Renewals Specialists, providing guidance, support, and coaching to ensure high performance and achievement of targets.
* Save cancellations: This role requires a player manager you can lead by example and actively work cancellation tickets - saving tickets and relationships, and mentoring the team by embodying best practice methodologies
* Renewal Strategy: Drive customer retention - continuous improvement of customer experience and automation of the journey
* Along with the Head of Customer Success assist in the development and execution of strategies to optimise the renewal process, streamline workflows, and enhance customer experience to drive customer retention and revenue growth.
* Customer Engagement: Build and Direct communication with customers to negotiate terms.
* Maintain strong relationships with key customers, working closely with the account management and wider customer success teams to understand customer needs and address any concerns.
* Forecasting and Reporting: Accurate renewals forecasting - realistic attainment vs target reporting
* Monitor and analyse renewal metrics, such as renewal rates, churn, and revenue, to identify trends and proactively address any issues. Provide accurate forecasting and regular reports to the Head of Customer Success.
* Process Improvement: Development and application of the renewals process
* Working along with the Head of Customer Success you will continuously assess and improve renewal processes and workflows, leveraging automation and technology tools to increase efficiency and scalability.
* Cross-functional Collaboration: Work with other teams to deliver renewal process improvements.
* Collaborate with cross-functional teams, including sales, marketing, product, and finance, to align renewal strategies with overall business goals and objectives in partnership with the Head of Customer Success.
* Training and Development: Identify training needs and provide ongoing training and development opportunities to the renewals team, ensuring they have the necessary skills and knowledge to deliver exceptional customer service to meet the needs of the customer and the business.
* Performance Management: Along with the Head of Customer Success establish clear performance objectives and key performance indicators (KPIs) for the team. Conduct regular performance reviews and provide feedback, recognition, and corrective action as required.
* Customer Advocacy: Grow revenue - identify cross-sell/upsell opportunities.
* Act as a customer advocate within the organisation, representing customer needs and feedback to drive product and service improvements working along with the Head of Customer Success to champion change.
About You
* Experienced team leader and line manager
* Strong caseload management skills, with the ability to prioritise tasks, manage multiple customers simultaneously, and meet deadlines.
* Proven experience within the Education or Ed tech industry preferred but not essential.
Joining our organisation as a Renewals Team Manager provides an exciting opportunity to lead a critical function, shape customer retention strategies, and contribute to the growth and success of our company. If you are passionate about customer success, possess strong leadership skills, and thrive in a collaborative environment, we would love to hear from you.
Benefits
* Hybrid working, with regular collaboration days in our Sheffield HQ
* Opportunity to work at an established but rapidly growing EdTech scaleup
* NEST Pensions scheme
* Buy & Sell Holiday scheme offering an opportunity to boost holiday allowance to up to 38 days annually
* Access to company Life Assurance scheme
* SmartHealth - access to 24/7 virtual GP, mental health support, financial advice and more
About Us
The National College are a market-leading provider of professional development and software tools that support over 45,000 schools worldwide to ensure compliance and drive up standards. Our cutting-edge platform has revolutionised online training and now boasts the world's largest professional development library for educators.
We're a forward-thinking company who recognise the value in our staff. They've been the driving force behind establishing The National College as a prestigious brand that not only sets high expectations, but also provides the support and infrastructure to achieve career ambitions
The National College is part of the National Education Group.
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