Customer Success Membership Manager

2 days ago

Sheffield, Sheffield, United Kingdom The National College Full time

Job Summary

The National College is seeking a highly skilled Membership Growth Manager to join our dynamic team. 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 Management: Manage an individual book of business of allocated Enterprise Customers to ensure personal and company KPI's are achieved and increase Customer Advocacy.
  • Customer Retention: Work with Enterprise Managers to proactively resolve cancellation tickets, saving tickets and relationships, and mentoring the team by embodying best practice Customer Success methodologies to reduce churn.
  • Customer Experience: Drive customer retention by continuous improvement of customer experience and automation of the journey.
  • Relationship Management: Ensure regular contact for your allocated book of business and be the single point of contact to facilitate, manage, and resolve any customer complaints.
  • Customer Advocacy: Maintain strong relationships with Enterprise Customers, working closely with key internal teams to understand customer needs and feedback to the Enterprise Manager.
  • NPS Management: Monitor NPS to proactively resolve complaints with Detractors and promote Advocates.
  • Forecasting and Reporting: Accurately forecast renewals three months in advance to the Enterprise and report weekly on agreed metrics.
  • System Maintenance: Ensure all company systems are updated and conversations are logged and documented.
  • Customer Feedback: 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: Proven experience in working in a renewals team or similar customer-focused teams.
  • Renewal Process Understanding: Strong understanding of the renewal process and customer lifecycle management.
  • Analytical Mindset: Analytical mindset, with the ability to interpret data, identify trends, and make data-driven decisions.
  • Communication and Interpersonal Skills: Strong communication and interpersonal skills, with the ability to build relationships and influence.
  • Results-Oriented: Results-oriented with a track record of meeting or exceeding renewal targets.
  • Problem-Solving: Proactive and solutions-oriented mindset, with the ability to identify and address potential issues before they escalate.
  • CRM Familiarity: Familiarity with CRM systems preferable HubSpot and other relevant tools to manage and track customer renewals.
  • Dynamic Environment: Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
  • Education Industry Experience: Proven experience within the Education or Ed tech industry preferred but not essential.

Skills and Competencies

  • Empathy
  • Interpersonal Skills
  • Relationship Management
  • Persuasion Skills
  • Problem-Solving
  • Critical Thinking
  • Decision-Making Skills
  • Initiative
  • Time Management
  • Teamwork
  • Management Ability
  • Commercial Acumen

Benefits

  • Hybrid Working: Hybrid working from Sheffield office, with regular collaboration days in our Sheffield HQ.
  • Opportunity to Work at a Growing EdTech Scaleup: Opportunity to work at an established but rapidly growing EdTech scaleup who values.
  • NEST Pensions Scheme: NEST Pensions scheme.
  • Buy & Sell Holiday 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: Access to company Life Assurance scheme.
  • SmartHealth: SmartHealth - access to 24/7 virtual GP, mental health & wellbeing support, financial advice, and more.
  • Enhanced Family Friendly Benefits: Enhanced Family Friendly benefits.

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