Customer Success Membership Manager
2 weeks ago
We are seeking a highly skilled Membership Manager to join our 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.
Key Responsibilities:
- Account 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.
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