Renewals Executive

OneFile, a Harris Computer company, are recruiting for a Renewals Executive on a permanent, full-time basis. The position is hybrid, with the expectation of working a minimum of two days per week from our Manchester City Centre office, off Deansgate. 

The Renewals Executive will play a crucial role in ensuring customer retention and maximising revenue through the management of subscription renewals. The Renewals Executive will work closely with the Account Management and Customer Support teams to ensure a seamless renewal process, address any client concerns, and identify opportunities for upselling or cross-selling our products and services.

What you will do

In performing this role your core duties and responsibilities will include, but will not be limited to:

• Renewal Management: Oversee and manage the end-to-end renewal process for assigned accounts, ensuring timely and accurate renewals of subscriptions. This includes handling a high volume of work simultaneously and maintaining organised records of customer renewal statuses in CRM
• Customer Engagement: Collaborate closely with Account Managers and the Customer Support team to address customer needs, resolve issues, and ensure satisfaction prior to the renewal period. This involves excellent verbal and written communication skills
• Data Management: Maintain accurate and up-to-date records of customer renewal statuses, communications, and outcomes in CRM systems
• Risk Mitigation: Identify at-risk accounts and collaborate with internal teams to implement retention strategies that address potential churn. This requires a proactive and solution-oriented mindset
• Growth Opportunities: Partner with Account Managers to identify and communicate opportunities for additional product adoption during the renewal process, focusing on upsell and cross-sell opportunities
• Customer Relationship Management: Build and maintain strong relationships with existing clients to ensure high levels of client satisfaction and loyalty. This includes regular check-ins and follow-ups to address any concerns or feedback
• Collaboration with Internal Teams: Work closely with sales, marketing, and product teams to ensure a seamless renewal process and align on customer needs and expectations

What we are looking for

• A proactive and customer-oriented approach to ensure high levels of client satisfaction and loyalty
• A minimum of 2-5 years of experience in a renewals or customer success role, preferably within the education technology sector
• Experience of managing subscription renewals and customer retention strategies is advantageous
• Excellent verbal and written communication skills are crucial for engaging with customers, addressing their concerns, and ensuring their satisfaction
• Strong analytical skills to interpret customer data, identify trends, and help develop strategies to mitigate churn and enhance customer retention
• Proficiency in using CRM systems and other relevant software tools to manage customer data and track renewal processes
• Strong collaboration skills to work closely with internal teams to ensure a seamless renewal process and align on customer needs

Please Note:

Part-time applicants will be considered for this position.

About Us

OneFile’s story started in 2002, when husband and wife duo Chris and Susanna started a business from their Manchester home. Between them they identified huge inefficiencies in the vocational training sector and decided to work together to build a solution. 15 years later, we're now OneFile – the leader in the educational software sector with over 1.2 million users across the globe.

OneFile is an award-winning training eportfolio, assessment software, CPD tracker, reporting suite and virtual learning environment. We are 2 times Queen’s Award Winners for Enterprise:Innovation, most recently in 2022!

We pride ourselves on our ethical approach and passion for the learner and education. Employee recognition is big for us as is collaborative working.

At Harris, we strive to create a respectful and united environment where all members of our globally diverse community are empowered and have equitable opportunities to succeed.

Benefits

Harris offer an extremely competitive UK employee benefits programme. 5 Personal Days leave entitlement are granted over and above the standard 25 days holiday and bank holidays. Harris also offers all UK employees an annual Lifestyle Reward amounting £325 per annum/pro rata.

Supporting your application

Our recruitment process will comprise of interviews and, at times, a written exercise, an assessment day and/or a presentation. As an equal opportunities’ employer, we want to make sure we do all we can to make this a positive experience for you. If your application is progressed, please make us aware of any adjustments or additional support we can provide you with.