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Customer Success Membership Manager

2 months ago

Sheffield, Sheffield, United Kingdom The National College Full time
{"title": "Membership Manager, Enterprise", "description": "Role Overview

We are seeking a highly skilled Membership Manager, Enterprise to join our dynamic team at The National College. As a key member of our customer success team, you will be responsible for managing and maintaining strategic relationships with our Enterprise Customers, driving customer renewals, and ensuring high customer retention rates.

Key Responsibilities
  • Account manage an individual book of business of allocated Enterprise Customers to ensure personal and company KPIs 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 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, preferably 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 EdTech 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.