The role involves a focus on customer satisfaction.
The role is a Customer Support function that requires experience in managing an online renewals business.
The primary responsibility is to develop a long-term relationship with existing customers to maintain a high renewal rate and consistent subscription revenue.
Proactively contacting customers throughout subscription lifecycle, especially in advance of subscription expiry.
Participate in customer contract negotiations to provide commercial support and address any customer issues.
Proactively updating account managers on quotes, queries and customer feedback.
Taking ownership of database of existing customer subscriptions.
Preparation and presentation of management and forecasting reports.
Evaluate and propose system improvements to drive efficiencies and shorten the contract renewal process; lead or support implementation as required.
Deal with commercial escalation (liaison between all parties including, Sales, Legal and Finance teams to provide a route of escalation to resolve Customer issues).
Ensuring that, where customers do not renew subscriptions, that the auto-renewal from suppliers is also terminated.
Communicating product upgrades and changes to customers across all appropriate channels.
Support with maintaining content across various platforms (web, social media, learning platform).
Providing reports to management regarding renewals data and overall subscriptions database.
Data management and analytics of learning platforms.
Customer research how they use the platform, issues arising and reporting them further.
Analyze, monitor industry and competitor trends, and provide feedback and overview of differences, best practices.
Manage, track and publish performance dashboards and monthly target reports.
Create tests and new strategies in response to the data reports.
Support marketing campaigns in terms of content and reporting.
Support for Social Media management.
Ad hoc support for presentations and Marketing and Sales collateral.
WHAT YOU BRING IN
2 years subscription management experience.
Strong data skills and a passion for analytics with high attention to detail.
Able to translate raw data into meaningful reports and actionable strategies.
Excellent written communication and reporting skills.
Self-starter, motivated, collaborative.
Good organizational skills with the ability to prioritize.
Experience in running social media channels.
Capable of meeting tight deadlines and able to adapt quickly to changing priorities.
Strong desire to learn and grow.
Experience in digital marketing strategiesis desired.
Experience of working with PPC and Display advertising and tacticsis preferred.
Working knowledge of Adobe Creative SuiteGood MS Office skills (Excel, PowerPoint, Word)is preferred.
ABOUT US Temenos is the World’s #1 Banking Software Company, providingfinancial institutions, of any size, anywhere in the world, the software tothrive in the digital banking age.
We are an exciting place to workand our biggest asset is our talented workforce - what we create andachieve is a result of the aspirations and goals of the 7500+ employees that make up Temenos today, operating out of 67 officesworldwide.