As a Renewals Manager, you will play a pivotal role in driving the success and satisfaction of our clients on a worldwide scale.

Your primary objective will be to foster strong, enduring relationships with customers, understanding their unique needs and aspirations, and providing unwavering support and guidance throughout their journey with our products or services. Working collaboratively with cross-functional teams, you will champion the voice of the customer, promoting adoption, retention, and expansion opportunities, thereby contributing significantly to the overarching growth and prosperity of our organization across diverse global markets.

Key Responsibilities:

Renewals:

• Own and streamline the customer renewal process, ensuring timely and efficient execution.

• Develop and implement strategies to maximize renewal rates and minimize churn, collaborating closely with business stakeholders and CS management teams.

• Proactively identify and address renewal risks, working to resolve issues and secure customer commitments for continued partnership.

Debt Recovery Support:

• Assist in managing overdue accounts and support effective debt recovery strategies to minimize financial losses.

• Collaborate with finance and legal teams to establish and execute robust debt recovery processes.

• Maintain proactive communication with customers regarding outstanding payments, negotiating suitable payment plans to facilitate debt resolution.

NPS Management:

• Conduct and analyse Net Promoter Score (NPS) surveys to evaluate customer satisfaction and loyalty. 
• Develop actionable insights from NPS feedback to drive continuous improvement in the customer experience. 
• Regularly report NPS trends and insights to senior management, highlighting areas for focus and improvement.

Change Control and Presales Coordination:

• Manage customer change requests, ensuring their effective evaluation and implementation. · Coordinate with internal teams to assess the impact of changes on product and service delivery, facilitating seamless execution.
• Collaborate closely with the presales team to align customer needs with product capabilities, ensuring a smooth transition from presales to post sales phases.
• Facilitate clear and timely communication of changes and presales information to customers, ensuring transparency and alignment.

Support to Account Management Team:

• Provide administrative and operational support to the Account Management team, assisting in the execution of account management initiatives.
• Collaborate on the implementation of account management tools such as HubSpot, contributing to improved efficiency and effectiveness.
• Support the preparation and analysis of reports on account management metrics, providing valuable insights for decision-making and strategy development.

Engagement with Partners and Indirect Customers During Renewal Cycle:

• Serve as a liaison between the company and its partners, supporting indirect customers renewal to ensure a consistent and positive experience. 
• Coordinate with partners to align on customer needs and expectations, facilitating effective collaboration and service delivery.

Information Security Responsibilities:

It is your responsibility to assist Sycurio, manage and maintain certification for the following frameworks:

• ISO27001
• PCI (Data Security Standard, Payment Application Data Security Standard,   Software Security Framework, Secure Software Lifecycle.)
• Cyber Essentials
• HITRUST

Personal Attributes:

• Strong interpersonal and communication skills, with the ability to build rapport and trust with customers and with internal teams.

• Excellent problem solving and critical thinking abilities, with a focus on finding creative solutions to meet customer needs.

• Ability to adapt quickly to changing circumstances and embrace new challenges with a positive attitude, maintaining resilience and composure under pressure.

• Enthusiasm to learn the company's products and services, including features, functionalities, and value propositions.

• Sets high standards for performance and accountability, consistently striving to achieve and exceed targets and KPIs related to account management and satisfaction.

Knowledge and skills:

• Proven experience in account management or a similar client-facing role, preferably in a global or multinational environment.

• Experience working with SaaS or technology-based products/services.

• Comprehensive understanding of account management principles and methodologies, including customer lifecycle management, retention strategies, and advocacy programs.

• Demonstrate strategic thinking and the ability to anticipate customer needs and trends, contributing to the development of long-term account management strategies.

• Skilled in analyzing customer data and metrics to derive actionable insights, identify trends, and make data-driven decisions to enhance the customer experience and drive business growth.

• Ability to collaborate effectively with cross-functional teams such as sales, marketing, product development, and support, to ensure alignment on customer needs and successful outcomes.

• Familiarity with change management principles and practices, including managing customer change requests, assessing their impact, and facilitating smooth transitions to minimize disruptions.

• Proficiency in negotiation techniques and conflict resolution strategies, enabling effective resolution of customer issues, disputes, and concerns to maintain positive relationships.

• Strong organizational skills, capable of managing multiple tasks, priorities, and deadlines efficiently