Customer Success Membership Manager - Enterprise

July 23

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The National College

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Multi-award winning video CPD to empower school leaders, teachers and governors, delivered digitally by education expert

11 - 50

Description

• Account Manage an individual book of business of allocated Enterprise Customers (TBC) (Retention, Renewal, Cross-Sell, Upsell and Referral) to ensure personal and company KPI’s are achieved and increase Customer Advocacy. • Work with Enterprise Managers to proactively work cancellation tickets - saving tickets and relationships, and mentoring the team by embodying best practice Customer Success methodologies to reduce churn • Drive customer retention by continuous improvement of customer experience and automation of the journey • Ensure regular contact for your allocated book of business and be the single point of contact to facilitate, manage and resolve any customer complaints • Maintain strong relationships with Enterprise Customers, working closely with the key internal teams to understand customer needs and feedback to the Enterprise Manager • Monitor NPS to proactively resolve complaints with Detractors and promote Advocates • Accurately Forecast renewals three months in advance to the Enterprise and report weekly on agreed metrics • Ensure all company systems are updated and conversations are logged and documented. • Act as a customer advocate within The National College, representing customer needs and feedback to drive product and service improvements working along with the Director of Customer Success to champion change.

Requirements

• Proven experience in working in a renewals team or similar customer-focused teams. • Strong understanding of the renewal process and customer lifecycle management. • Analytical mindset, with the ability to interpret data, identify trends, and make data-driven decisions. • Strong communication and interpersonal skills, with the ability to build relationships and influence. • Results-oriented with a track record of meeting or exceeding renewal targets. • Proactive and solutions-oriented mindset, with the ability to identify and address potential issues before they escalate. • Familiarity with CRM systems preferable HubSpot and other relevant tools to manage and track customer renewals. • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively. • Proven experience within the Education or Ed tech industry preferred but not essential.

Benefits

• Hybrid working from Sheffield office, with regular collaboration days in our Sheffield HQ • Opportunity to work at an established but rapidly growing EdTech scaleup who values • NEST Pensions scheme • Buy & Sell Holiday scheme offering an opportunity to boost holiday allowance to up to 38 days annually (+Bank Holidays) • Access to company Life Assurance scheme • SmartHealth - access to 24/7 virtual GP, mental health & wellbeing support, financial advice and more • Enhanced Family Friendly benefits