Junior Customer Success Renewal Manager

We are searching for a highly motivated and talented Renewal Specialist to become a core member of our Customer Success Team. You will play a pivotal role in orchestrating a successful and timely renewal process for our smallest spending Dotdigital customers (typically sub £350), ensuring a seamless continuation as their current contract expires and they moves to a new contract . You will offer an outstanding customer experience, ultimately contributing to the growth and retention of our customer portfolio within your assigned customer accounts.

Key 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.
  

About You

• Ideally 1 year plus of renewals experience in a SaaS environment
• 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.
  

Interview Process

• 15min Screening Call with Team Talent
• 30min Interview with the Head of Customer Success - Retention
• 1hour Interview with the Customer Success Team
• 1hour final interview with a task
  

Some of Our Global Benefits

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