- Sector: Customer Success
- Expiry Date: 14 October 2022
- Job Ref: J7487
** Please note this role can be based remotely anywhere in the UK **
What are we all about?
At Access we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from professional services to manufacturing to not for profits and more.
At Access we believe in #CustomersForLife, our goal is to ensure we provide customers with the best possible solutions, implement them quickly and efficiently, and ensure that they continue to realise the benefits of their investment for years to come. Retaining and Renewing customers is a critical part of our strategy aligning all parts of the business to constantly improving and evolving retention programmes that positively influence renewal rates, de-risking future churn.
As Renewal Director working within our Customer Success team, you will be accountable for delivering the Renewal programme within the ERP division. You will be a senior leader within the ERP division and member of the Divisional Management Team.
You will be responsible for day-to-day running of a team of Renewal Specialists and, depending on team size, managing a portfolio of your own customers. You will manage and support your team to achieve their Customer Churn Reduction, Customer Retention and Customer Renewal goals.
About the role:
The role is split in supporting and guiding your Renewal Specialists team and managing you own portfolio of customers. You will provide a proactive approach to renewing our customers that de-risks future revenues against churn and adds value into the renewal process. Working in partnership with your divisional peers and divisional management team you will energise the drive to retain every customer influencing all stakeholders as they execute churn avoidance programmes.
You will ensure we drive a high level of customer engagement through all our channels that is tailored correctly by customer segment and product configuration and you will use automation as a method to deliver at scale.
Day-to-day, you will:
Own and deliver the Customer Churn, Expansion and Growth targets within a fast growth division growing from a current base of ~10,000 customers
Accurately forecast and drive your team to achieve the Divisionally owned business outcomes
Hold your peers in the divisional management team to account for delivering their commitments to ensure customers renew their contracts with Access
Build and manage productive relationships with key stakeholder groups including our sales teams, professional services, support, operations functions, product and development
Manage a pipeline of renewals opportunities sufficient to meet renewal budget
Provide accurate forecasting (budget, actual, variance)
You will drive cross functional programmes designed to reduce the risk of churn
You will be proactive in approach to secure renewal revenues early
Develop and retain a team of high performing, highly motivated Renewal Specialists
Ensure that all new team members go through structured induction \ onboarding
Coach and support your Renewal Specialists to deliver to agreed budgets
Work with your team members to maintain and review their employee success and personal development plans on a periodic basis
Support your team to develop their career utilising our career framework
Build and maintain relationships with key customers
Ensure the customer experience through the renewal process meets with Access expectations
Work with the CSM team to continuously improve adoption, customer satisfaction and retention
Continually look for new and better ways of secure and retain our customers
Encourage innovation across team
Think digital first in everything you do
Ensure our systems are used and kept up to date
As a well-rounded Renewals Director your Skills and Experiences likely include:
Significant experience of managing teams of renewals and retention specialists
A strong business acumen with excellent numeric competency
Ability to positively challenge and influence peers and members of the Divisional Management Team
Strong written and verbal communication skills including the use of standard office applications to enhance and drive your messaging
Knowledge of business processes and business applications such as HR, finance, recruitment, retail, manufacturing and distribution
Passion for customers and technology
An ability to manage multiple priorities and perform effectively under pressure
A self-starter, highly organised and proactive
Experience of escalation management and solving problems
Executive presence and an ability to build and maintain senior client relationships
Strong interpersonal skills, customer empathy and determination to resolve issues
What does Access offer you?
We are a growing software company and we deliver on what we say we do! We take the development of our people very seriously! We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.
In addition to our standard benefits of 25 days holiday, a match contributory pension and healthcare you will get:
A Competitive Salary
Employee and Leadership academy
Giving Back/Charity days
6 weeks Sabbaticals (after 6 years of service)
The Access Group Big Break: our all-expenses paid holiday to Spain