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Customer Success Membership Manager

2 months ago

Sheffield, Sheffield, United Kingdom The National College Full time
Customer Success Membership Manager

The National College is a leading provider of professional development and software tools, driven by a strong vision for growth. We assist over 45,000 schools globally, ensuring compliance and enhancing standards. Our state-of-the-art platform has transformed online training and now features the world's largest professional development library for educators.

Key Responsibilities
  • Manage an individual book of business of allocated Enterprise Customers 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.