Hybrid Growth & Client Retention Executive

RM Education; 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

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.