Customer Success Manager ensuring customer satisfaction and retention for OneOcean. Focused on onboarding, relationship management, and driving customer adoption of maritime solutions.
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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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