Customer Retentions Executive

Exponential-e; Greater London; On-site; GBP 32,000 - 52,000; Full time

Job summary

Exponential-e Group is seeking a customer-focused representative to maximise renewals and maintain high levels of customer satisfaction across our cloud, connectivity and communications services. You will act as a key contact for Customers and Account Managers, supporting quotes and order-related queries and helping to preserve long-term client relationships.

Join a people-focused team where resilience, excellent communication, and a proactive approach to problem-solving are valued as part of

Qualifications

• Excellent telephone manner.
• Resilience in managing difficult conversations.
• Organised, self-motivated and a team player.
• Ability to work under pressure and prioritise tasks.
• Commitment to doing the very best for customers.
• Professional and clear communicator with the ability to build strong customer relationships.
• Technical aptitude.

Responsibilities

• Using listening and influencing skills to retain customers.
• Build rapport with customers and go the extra mile to secure the customer base.
• Be supportive and attentive to understand customer issues.
• Address cancellations within the business SLAs.
• Provide accurate reporting on retentions for line manager and directors.
• Update client agreements, accounts, paperwork and the CRM in a timely manner.
• Build renewal quotes with detailed notes for a smooth ordering process.
• Negotiate with vendors to get the best cost possible.
• Hit revenue renewal targets and margins.
• Identify high risk customers and work with customer experience to bring them back on track.

Skills

Excellent telephone manner

Resilience

Organised & team player

Work under pressure

Prioritisation

Customer commitment

Clear communicator

Technical aptitude

Relationship building

Job description

Exponential-e

Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.

We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.

Job Description

Overall purpose of the job:

• Help maximise sales targets and promote the businesses services to the highest standard
• Using empathy, patience and first-class customer service skills to rebuild relationships and retain customers
• Act as a key point of contact for Customers and Account Managers to assist with quotes and order related queries.
• Increasing Customer Experience, Satisfaction and Loyalty

Key responsibilities for this job:

• Using listening and influencing skills in order to retain customers
• Build rapport with our customers and be willing to go the extra mile in order to secure our customer base.
• Being supportive and attentive to understand customer issues
• Addressing cancellations within the business SLAs
• Provide accurate reporting on retentions for your line manager and directors to review
• Accurately updating client agreements, accounts, paperwork and the CRM system in a timely manner
• Build renewal quotes with detailed notes for a smooth ordering process
• Negotiate with vendors to get the best cost possible
• Hit key targets such as revenue renewed and best possible margins
• Identify high risk customers and work with customer experience to ensure we get them back on track

Knowledge and experience required:

• Excellent telephone manner
• Resilience in managing difficult customer conversations
• Be organised, self-motivated and a team player
• Ability to work under pressure
• Ability to prioritise tasks within company processes
• Commitment to doing the very best for customers
• Professional and clear communicator with the ability to build strong customer relationships
• Technical aptitude
• Must have the desire to provide excellent customer service and the ability to build effective relationships with colleagues

Our People

Our people are what makes Exponential-e Group the company it is today. This year’s employee survey highlighted that 81% of employees who took the survey, would recommend a friend to work for our organisation.

Learning and development are fundamental parts of daily life at Exponential-e. From their first day at the company, everyone is provided ample opportunities to develop their skills and broaden their horizons, with our own L&D team running a range of bespoke courses, based on the latest innovations and challenges across the digital landscape.

Exponential-e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity. The company respects and values the diversity of its staff, striving to maintain an environment where there is opportunity for everyone to feel valued, their talents to be utilised and for both personal and organisational aspirations to be met. Every employee plays a vital role in helping to create an inclusive working environment by understanding and harnessing difference in a positive way.