Business Development Executive - Renewals and Retentions

RM Education Limited; Abingdon; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Private medical healthcare

Life assurance

Group Personal Pension Plan

Job summary

RM Education is seeking a Customer Retention & Upsell specialist to protect and grow the existing customer base. You will drive renewals, understand customer needs, and present value for multi-year contracts across RM Education's EdTech portfolio.

You will collaborate with internal teams to resolve issues, analyze feedback, and support colleagues in the Customer Contact Centre. Hybrid working options are available.

Qualifications

• Experience in a customer environment and strong communication skills.
• Ability to analyse data and numbers and build strong relationships.

Responsibilities

• Develop and execute opportunities to retain existing customers by understanding their needs, identifying potential issues, and addressing concerns. Proactively engage with customers to build strong relationships and provide ongoing support and guidance.
• Build knowledge of our product and service set, alongside common needs of customers, and how the two connect.
• Identify opportunities to upsell and promote multi-year contracts to existing customers. Present compelling value propositions, negotiate contract terms, and persuade customers to extend their commitment.
• Deliver on completion of the renewal cycle, offering advice and guidance, providing pricing, dealing with questions, closing the opportunity, and submitting the renewal into processing for service.
• Act as a point of contact for customer concerns, problems, or escalations. Listen actively, empathize with customers, and work towards prompt and satisfactory resolutions. Collaborate with relevant teams to ensure timely response and resolution.
• Collect and analyse customer feedback to identify trends, opportunities, and areas for improvement. Collaborate with internal teams to implement enhancements or modifications to products, services, or processes based on customer input.
• Provide support and cover for other colleagues within the Customer Contact centre, if required.

Job description

Overview

Would you like to help enrich the lives of learners around the world?

At RM, we've been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 20 million students and improving educational outcomes worldwide.

What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, governments, and professional organisations globally to make learning more accessible, more engaging, and more impactful.

RM operates through two divisions: Assessment (digital assessment and marking solutions) and Technology (managed services, hardware, and software for schools)

RM Technology has shaped future generations for over fifty years by implementing innovative technology solutions in schools and colleges. Founded in 1973, we're a trusted Edtech partner, transforming teaching environments to be more productive, resilient, and sustainable.

Our committed team pioneer, collaborate, and continually push the bar on products and services in the EdTech space.

Visit us here to find out more: www.rm.com/education

Responsibilities

Customer Retention & Upsell

• Develop and execute opportunities to retain existing customers by understanding their needs, identifying potential issues, and addressing concerns. Proactively engage with customers to build strong relationships and provide ongoing support and guidance.
• Build knowledge of our product and service set, alongside common needs of customers, and how the two connect.
• Identify opportunities to upsell and promote multi-year contracts to existing customers. Present compelling value propositions, negotiate contract terms, and persuade customers to extend their commitment.
• Deliver on completion of the renewal cycle, offering advice and guidance, providing pricing, dealing with questions, closing the opportunity, and submitting the renewal into processing for service.

Issue Resolution

• Act as a point of contact for customer concerns, problems, or escalations. Listen actively, empathize with customers, and work towards prompt and satisfactory resolutions. Collaborate with relevant teams to ensure timely response and resolution.

Customer Feedback Analysis

• Collect and analyse customer feedback to identify trends, opportunities, and areas for improvement. Collaborate with internal teams to implement enhancements or modifications to products, services, or processes based on customer input.

Support for General Enquiries

• Provide support and cover for other colleagues within the Customer Contact centre, if required.

Experience

You will have experience of:

• Working within a customer environment, understanding their needs and requirements.

You will be:

• An enthusiastic, articulate and effective communicator, able to demonstrate to potential customers how RM's solutions can meet their needs.
• A strong collaborator, willing to bring your best to the team for collective success.
• An independent operator, confident to assess how best to work with customers to meet the growth figures.
• Confident communicating through writing, informal speech and presentation.
• Comfortable working with and analysing numbers.

You will have:

• Good analytical and judgement and decision-making skills, which you'll use to qualify opportunities and assess how to convert them. You may have a degree level qualification or have gained these skills in other ways.
• Excellent relationship-building skills with the ability to understand and meet customer needs. Demonstrated ability to engage and communicate effectively with customers at various levels within organizations.
• Strong planning & organising skills, which you'll use to effectively manage your pipeline.
• Results orientation, with passion for achievement against objectives, targets and KPIs.
• Flexible can-do attitude with a willingness and ability to adapt and learn within the role.
• Strong alignment to RM's core behaviours: Be Brave, Win Together, Be Curious, Make it Simple and Consider it Done.

What’s in it for you?

At RM we recently introduced My Work Blend @RM which provides office-based colleagues with multi location and hybrid working options to suit them. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process. We expect how we make best use of hybrid working may continue to adapt as we adjust to our new ways of working.

At RM we are committed to making the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at [e-mail].

As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus.

There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.

The role and its responsibilities can be expected to evolve across time.