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Renewals Coordinator

1 month ago

London, Greater London, United Kingdom RealVNC Limited Full time

At RealVNC Limited, we're looking for a skilled Renewals Administrator to join our Revenue team. As a key member of our Renewals team, you'll play a vital role in servicing and providing insights into our B2C customer segment at scale using our existing toolset.

This role offers a superb opportunity for a highly organised and driven individual to join our already successful Renewals team on a 12 month Fixed Term Contract. Reporting to the Head of Renewals, you'll be responsible for quoting direct and Channel Partner customers, order processing as well as co-ordinating customer service requests with the relevant teams.

You'll have the opportunity to show your commercial awareness by scoping and building a process geared towards increasing retention and expansion in this space which is a strategic priority for our business. A large focus will be on guiding our B2C customers towards our Online Management Portal for wider use of our self-service functionality.

Key Responsibilities:

  • Be primarily responsible for the email communication with our B2C customers.
  • Negotiate subscription amendments during the renewal event.
  • Be responsible for the tooling to help with customer retention at scale.
  • Assist with directing enquiries from B2B customers to the relevant team.
  • Handle incoming chat and phone enquiries relating to upcoming renewals.
  • Manage appropriate mailboxes to ensure an accurate and timely response.
  • Work with wider departments and stakeholders to coordinate customer account needs and subscription amendments.
  • Work with our channel partners to quote and process renewal and upsell deals.
  • Identify account expansion opportunities and introduce dedicated sales people to the account as appropriate.
  • Maintain documentation of processes to ensure information is up to date.
  • Focus on guiding customers to use our Portal self-service functionality.

You'll be working in a fast-paced environment, using your commercial awareness and analytical skills to drive business growth. If you're a highly organised and driven individual with excellent communication skills, we'd love to hear from you.

We offer a contributory pension, EV car leasing scheme, private dental and medical cover, and a hybrid working environment where employees combine working remotely and working from the office to facilitate a high-performance working environment.