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Customer Care Lead
2 weeks ago
About Us
The Shearwater Group delivers next-generation technology, professional advice, and cybersecurity services tailored to the regulatory and security needs of corporate clients. Our mission is to provide high quality, dependable products and services that enable safer online business operations.
Our SecurEnvoy division has been at the forefront of Multi Factor Authentication identity, access management and data discovery for over 20 years. Our security solutions protect millions of users across five continents with simple yet effective access and data protection measures.
The Role
We are seeking a proactive, result and customer care driven person to join our SecurEnvoy team in Basingstoke. In this role, globally you will build long-term relationships with clients to ensure they achieve their goals using the Securenvoy solution set. Acting as the customer's advocate, providing strategic guidance, and ultimately working to improve customer retention and satisfaction. The engagement will be with end users and collaborating closely with our channel partners.
· Take full ownership of the end-to-end renewals process.
· Achieve a minimum renewals revenue retention rate from the existing customer install base.
· Monitor product usage and satisfaction to identify and mitigate risks that could lead to churn.
· Identify and execute opportunities for customer upgrades, expansions, and cross-selling.
· Conduct customer satisfaction initiatives to strengthen relationships and ensure long-term loyalty.
· Collaborate with marketing to support demand generation, lead generation, and digital campaigns.
· Assist Regional Sales Managers in acquiring net new logos and expanding the customer base.
· Lead and contribute to special projects, to enhance customer onboarding and engagement.
REQUIRED SKILLS AND EXPERIENCE
· Proven track record in managing renewals for a vendor or large international partner.
· Experience in international new business sales, with a focus on driving revenue growth.
· Strong organizational, time management, and project management capabilities.
· Technical background in Access Management ideally focusing on Identity/Multi Factor Authentication.
· Exceptional customer care service skills with the ability to build and maintain relationships with partners and customers.
· Team-oriented mindset with the ability to collaborate effectively and coordinate resources to achieve desired outcomes.
· A strong understanding of CRM principles and practices is essential ideally with ZoHo.
· Background in technology or software sales, with experience in outside sales, inside sales, or telemarketing.
· The ability to troubleshoot issues and help customers navigate challenges.
· Ability to establish trust and credibility to foster long-term customer relationships.
· Excellent verbal and written communication skills in English.
· Multilingual skills are highly desirable.
·
Proficient in MS Office applications
