Who we are
Hi, I’m Mel, Head of Account Management at Mention Me and I’m hiring! Before I tell you more about the role, here's a little bit about Mention Me and what we do:
Becoming a Mentioneer means you’ll be joining our Customer Advocacy Intelligence® movement, which is changing the world of marketing.
Our data-driven Advocacy Intelligence Platform equips brands to drive growth through their fans by encouraging and rewarding personal recommendations.
There’s a good chance you’ve already come across us while online shopping from Puma, Michael Kors, ASOS, Ray Ban, or any other of the 500+ brands we work with.
We’ve delivered more than 5.5m referrals totalling over $2bn in revenue for our clients.
Now, our mission to make all brands think advocacy-first is stepping up a gear, and you might be just who we need to help us.
The Role
As the Renewals Manager, you will play a supporting role to the Account Management and Customer Success teams whilst being responsible for managing the renewals process for all existing business accounts, ensuring high renewal rates and customer satisfaction. You will collaborate with the broader commercial teams within the business to execute renewal strategies, manage customer relationships, as well as develop and implement processes to ensure we minimise churn and increase our retention rates as well as identify opportunities for account growth.
What you’ll do:
- Renewal management
- Manage the end-to-end renewals process for a portfolio of customers.
- Proactively reach out to customers well in advance of their renewal date to ensure a smooth renewal process.
- Track and forecast renewal rates and identify potential risks and opportunities
- Client communication
- Build and maintain strong relationships with key stakeholders
- Interact with customers to understand their needs, address concerns, and negotiate renewal terms
- Act as a customer advocate within the company, ensuring customer needs and feedback are communicated to relevant teams
- Address customer concerns and proactively identify opportunities to add value.
- Data analysis
- Utilise Salesforce and other tools to track renewal status and customer engagement
- Analyse renewal metrics and prepare reports for senior management
- Identify trends and insights to improve the renewal process and customer retention strategies as well as identify areas for growth
- Collaboration
- Work closely with the Customer Success team to understand customer health and usage patterns.
- Partner with the Account Management team to identify upsell and cross-sell opportunities.
- Collaborate with the Finance team to ensure accurate invoicing and payment processes
- Forecasting
- Develop and maintain accurate forecasts of renewal rates, revenue projections, and other relevant metrics
- Provide insights and data-driven recommendations for business planning
- Negotiation
- Collaborate with Account Management, Customer Success, and other teams to negotiate contract terms, pricing, and terms of renewal
We'd really like to hear from you, if you have...
- 2-3 years of experience in a renewals management, customer success, or account management role, preferably within the SaaS industry
- Proven track record of meeting or exceeding renewal targets
- Strong analytical skills and experience with CRM systems (preferably Salesforce).
- Excellent communication skills
- Strong negotiation skills and the ability to spot commercial opportunities
- Ability to build and maintain strong customer relationships
- Detail-oriented with strong organisational and time management skills
- Ability to work collaboratively across teams and departments
What you’ll get:
Here are some of our favourite perks and benefits, but we have so many more!
🏡 Remote and Hybrid working.
🏥 Private medical insurance with Vitality, including: mental wellbeing support, a range of lifestyle benefits and great incentives
👩🏾⚕️ Major dental, vision, and life insurance policies.
📚 An annual learning and development budget
🤲🏾 2 Celebration Days: additional time off for you to celebrate religious days, cultural events, birthdays, anniversaries, or any other significant day that’s important to you
👨👩👧 Enhanced parental leave
🌴 25 days holiday plus public holidays, alongside additional days for being a Mentioneer
🏆 Monthly prizes for being amazing! Values Awards and Customer Love awards, and Founders’ Award for Awesomeness. Win up to £500 cash, vouchers, meals out and trips away.
🤩 Regular social events, from chocolate-tasting and pottery-making to poker nights and picnics
💻 All the up-to-date tech you’ll need (we love Macs)
🫶🏼 Short and long-term disability support
Diversity, equity and inclusion
We celebrate every Mentioneer, exactly as they are. We don’t shy away from breaking down systemic discrimination in society, or from difficult conversations and decisions. We’re committed to being a force for change. You can read more about how we’re doing this and always learning, by looking at our blogs here.
The same goes for our recruitment. We welcome every application, regardless of race, religion or belief, ethnic origin, physical ability, family structure, socioeconomic status, age, nationality or citizenship, marital, domestic or civil partnership status, sexual orientation or gender identity. If you’d like to find out more about diversity and inclusion at Mention Me, get in touch.
#li-hybrid
