Customer Renewals Advisor

IRIS Software Group; Manchester; On-site; GBP 28,000 - 40,000; Full time

Job summary

IRIS Software Group is seeking a Customer Renewals Advisor to manage a portfolio of education customers and drive renewal success. You willRenewals will be handled with a focus on retention, accuracy, and strong customer service across phone, email, and Teams.

You will collaborate with Sales and Customer Success Managers and stay informed about IRIS products and the education sector to deliver the best options for customers. A proactive, detail-oriented approach is essential.

Qualifications

• Experience in customer-facing roles via phone, online, or in person.
• Strong communication skills to build rapport and long-term relationships.
• Excellent organisational skills to manage multiple priorities.

Responsibilities

• Manage renewals portfolio from quote to completion, renewals before due dates.
• Provide friendly, responsive service via phone, email, and Teams.
• Build trusted relationships with customers as main contact during renewal.
• Provide accurate quotations and advise on suitable options.
• Maximise renewal revenue while maintaining service standards and policies.
• Handle customer enquiries through to resolution.
• Work with Sales, CS Managers, and internal teams to support retention and growth.
• Maintain knowledge of IRIS products and education sector developments.
• Meet SLAs through effective workload management and prioritisation.
• Participate in team meetings and company initiatives with business-oriented thinking.

Skills

Customer-facing

Relationship building

Excellent communication

Organisational skills

Attention to detail

Written and numerical communication

Proactive attitude

Calm under pressure

Sales/account management/renewals

Knowledge of education sector

SLAs and targets

Commercial awareness

Education

Education sector knowledge

Tools

Salesforce

Microsoft Outlook

CRM platforms

Job description

At IRIS, we help schools, academies, and education providers streamline their operations through market-leading software solutions. We're looking for a Customer Renewals Advisor to join our Education team, managing a portfolio of customers and ensuring they receive outstanding service throughout their renewal journey.

This is an excellent opportunity for a customer-focused professional who enjoys building relationships, solving problems, and working in a commercially driven environment where customer retention and satisfaction are at the heart of everything we do.

What will you be doing?

As a Customer Renewals Advisor, you'll take ownership of a portfolio of education customers, ensuring renewals are managed efficiently, professionally, and with a strong focus on retention and customer success.

Key responsibilities include:

• Managing customer renewals from quote through to completion, ensuring contracts are renewed before their due dates.
• Delivering a friendly, responsive, and professional service via phone, email, and Microsoft Teams.
• Building strong relationships with customers, becoming a trusted point of contact throughout the renewal process.
• Providing accurate quotations and recommending the most suitable options based on customer needs and available solutions.
• Maximising renewal revenue opportunities while maintaining excellent customer service standards and compliance with company policies.
• Taking ownership of customer enquiries and seeing them through to resolution.
• Managing a portfolio of mid to upper-tier customers, ensuring a seamless and positive customer experience.
• Working closely with Sales, Customer Success Managers, and other internal teams to support customer retention and growth.
• Maintaining a strong understanding of IRIS products, services, and developments within the education sector.
• Ensuring service level agreements (SLAs) consistently achieved through effective workload management and prioritisation.
• Participating in team meetings, business updates, and company initiatives while demonstrating commercial awareness and customer-focused thinking.

What we’re looking for

• Proven experience in a customer-facing role, whether over the phone, online, or in person.
• Strong communication skills with the ability to build rapport and develop long-term customer relationships.
• Excellent organisational skills with the ability to manage multiple priorities effectively.
• Good working knowledge of Microsoft Office, including Outlook.
• High levels of attention to detail and accuracy.
• Strong written, verbal, and numerical communication skills.
• A proactive, enthusiastic approach and a genuine passion for delivering excellent customer service.
• Ability to remain calm and think logically in a fast-paced environment.
• Previous experience in sales, account management, customer retention, renewals, or customer success.
• Experience using Salesforce or a similar CRM platform.
• Knowledge or experience of the education sector.
• Experience working against service levels, targets, or customer retention objectives.