Customer Success Membership Manager - Enterprise
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Join the world's fastest-growing and most innovative Edtech company! The National College (TNC) is a market-leading provider of professional development and software tools, supported by Private Equity and driven by a strong vision for growth. We assist over 45,000 schools globally, ensuring compliance and enhancing standards. Our state-of-the-art platform has transformed online training and now features the world's largest professional development library for educators.
We are looking for a Membership Manager, Enterprise who will manage and be responsible for an allocated book of business of Enterprise Customers to maintain strategic relationships driving customer renewals. Working in a dynamic team with commercial customer focus, this role will ensure high customer retention rates, reducing churn, improving customer NPS, cross-selling and upselling.
Requirements
Key Responsibilities
- Account Manage an individual book of business of allocated Enterprise Customers (TBC) (Retention, Renewal, Cross-Sell, Upsell and Referral) to ensure personal and company KPI's are achieved and increase Customer Advocacy.
- Work with Enterprise Managers to proactively work cancellation tickets - saving tickets and relationships, and mentoring the team by embodying best practice Customer Success methodologies to reduce churn
- Drive customer retention by continuous improvement of customer experience and automation of the journey
- Ensure regular contact for your allocated book of business and be the single point of contact to facilitate, manage and resolve any customer complaints
- Maintain strong relationships with Enterprise Customers, working closely with the key internal teams to understand customer needs and feedback to the Enterprise Manager
- Monitor NPS to proactively resolve complaints with Detractors and promote Advocates
- Accurately Forecast renewals three months in advance to the Enterprise and report weekly on agreed metrics
- Ensure all company systems are updated and conversations are logged and documented.
- Act as a customer advocate within The National College, representing customer needs and feedback to drive product and service improvements working along with the Director of Customer Success to champion change.
3. Experience
- Proven experience in working in a renewals team or similar customer-focused teams.
- Strong understanding of the renewal process and customer lifecycle management.
- Analytical mindset, with the ability to interpret data, identify trends, and make data-driven decisions.
- Strong communication and interpersonal skills, with the ability to build relationships and influence.
- Results-oriented with a track record of meeting or exceeding renewal targets.
- Proactive and solutions-oriented mindset, with the ability to identify and address potential issues before they escalate.
- Familiarity with CRM systems preferable HubSpot and other relevant tools to manage and track customer renewals.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
- Proven experience within the Education or Ed tech industry preferred but not essential.
4. Skills and Competencies
- Empathy
- Interpersonal skills
- Relationship management
- Persuasion skills
- Problem-solving
- Critical thinking
- Decision-making skills
- Initiative
- Time management
- Teamwork
- Management ability
- Commercial Acumen
Benefits
- Hybrid working from Sheffield office, with regular collaboration days in our Sheffield HQ
- Opportunity to work at an established but rapidly growing EdTech scaleup who values
- NEST Pensions scheme
- Buy & Sell Holiday scheme offering an opportunity to boost holiday allowance to up to 38 days annually (+Bank Holidays)
- Access to company Life Assurance scheme
- SmartHealth - access to 24/7 virtual GP, mental health & wellbeing support, financial advice and more
- Enhanced Family Friendly benefits