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    Renewals Team Manager - Sheffield, United Kingdom - The National College

    The National College
    The National College Sheffield, United Kingdom

    1 week ago

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    Description
    We are looking for a Renewals Team Manager to join the National College team.

    You will play a critical role in developing and implementing strategies to increase customer satisfaction, minimise churn, and maximise revenue from existing accounts.

    Desirably you will have an understanding of the education industry and a passion for delivering outstanding customer service.

    Team Leadership:

    Lead, motivate, and develop a team of Renewals Specialists, providing guidance, support, and coaching to ensure high performance and achievement of targets.

    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.

    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.

    Provide accurate forecasting and regular reports to the Head of Customer Success.

    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.

    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.

    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.

    Strong caseload management skills, with the ability to prioritise tasks, manage multiple customers simultaneously, and meet deadlines.

    If you are passionate about customer success, possess strong leadership skills, and thrive in a collaborative environment, we would love to hear from you.

    Hybrid working, with regular collaboration days in our Sheffield HQ

    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

    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.
    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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