Customer Success Membership Manager
1 month ago
Job Summary:
We are seeking a highly skilled Membership Manager - Enterprise 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, driving customer renewals, and ensuring high customer retention rates.
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
* Monitor NPS to proactively resolve complaints with Detractors and promote Advocates
Requirements:
* 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
* Familiarity with CRM systems preferable HubSpot and other relevant tools to manage and track customer renewals
* Relationship management
* Time management
* Management ability
* Commercial Acumen
What We Offer:
* Hybrid working from Sheffield office, 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 (+Bank Holidays)
* Access to company Life Assurance scheme
* SmartHealth - access to 24/7 virtual GP, mental health & wellbeing support, financial advice and more
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