Hybrid Junior Customer Success Renewal Manager

at Dotdigital

• Job title: Junior Customer Success Renewal Manager
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Manchester, United Kingdom

About the role

• Customer Success Renewal Manager orchestrating the renewal process for Dotdigital clients. Ensuring seamless continuation of contracts and enhancing customer experiences through effective engagement.

Responsibilities

• Proactively manage the end-to-end renewal process for assigned customer accounts, ultimately increasing the renewal rate and reducing (gross) churn.
• Work on upcoming renewals and engage with customers 90 days in advance to secure timely renewals and facilitate any internal approvals needed.
• Prepare renewal quotes and contracts, ensuring accuracy and compliance with company policies.
• Negotiate contract terms and pricing within your assigned accounts to achieve win-win agreements.
• Work alongside our team of Customer Success Executives, and Product Experts to ensure your customers day to day queries are managed effectively and in a timely manor.
• Proactively move customers off our legacy plans, and onto our current packages.
• Collaborate with customers to address any objections or concerns related to renewals.
• Accurately forecast renewals and key metrics in a timely manner to the management team.
• Utilise data and reporting tools to track renewal performance and identify at-risk accounts.
• Identify opportunities for efficiency gains to improve existing processes.
• Achieve renewal quotas and objectives.
• On-time renewals.
• Support business with ad-hoc initiatives.
• Work closely with other internal with internal stakeholders to ensure a coordinated approach to renewals.
• Identify any add-on or cross-sell opportunities and facilitate a conversation with the customer to push the deal over the line.
• Communicate with customers about the features and value of Dotdigital, our products and our available finance options.

Requirements

• Ideally 1 year plus of renewals experience in a SaaS environment
• Desirable for the candidate to have experience in a Customer Success, Sales, or Business Development Representative role
• Proven ability to manage ambiguity and navigate an evolving organisation.
• Proven ability to work independently and collaborate effectively.
• A resilient and driven individual with a strong desire to be successful, looking to progress through our Customer Success function
• Outstanding verbal and written communication skills with the ability to present to a diverse audience, both internally and externally.
• Talent for building solid relationships with internal and external stakeholders.
• Excellent time management skills with a proven ability to meet deadlines.
• Excellent organisational skills and attention to detail.
• Critical thinker who can help create and improve processes.
• Strong problem-solving, organisation and negotiation skills.
• Ideally familiar with MEDDPICC methodology.

Benefits

• Parental leave
• Medical benefits
• Paid sick leave
• Dotdigital day
• Share reward
• Wellbeing reward
• Wellbeing Days
• Loyalty reward
• DEI commitment