Renewal Analyst

Portsmouth, UK (Full time)

Salary – £30,000- £40,000

Our team is over 400 people strong, across our UK and US offices and we’re still growing. Lead Forensics supplies B2B SaaS software solutions to companies, providing them with the power to identify who is viewing their websites and generate quality sales leads. We are dedicated to delivering exceptional service and support to our clients, ensuring they receive maximum value from our products.

We are seeking a detail-oriented and proactive Customer Renewals Manager to join our team. In this role, you will be responsible for managing and delivering communications to our existing customers regarding annual price adjustments. Your primary focus will be to ensure clear, accurate, and timely communication, helping our customers understand and adapt to any changes in their pricing plans. A back ground in Data Analytics would be advantageous for this role.

Key Responsibilities:

• Customer Analysis: Review customer contract terms and website data to identify uplift potential.
• Customer Communication: Draft, review, and deliver communications to customers regarding annual price increases and any related changes to their subscription plans, ensuring communications are sent to the appropriate nominated customer contacts.
• Attention to Detail: Ensure all communications are accurate, reflect the correct pricing information, and are aligned with company policies and branding guidelines.
• Collaboration: Work closely with the billing, customer success, and sales teams to gather necessary information and ensure consistent messaging across all customer touchpoints.
• Customer Support: Address any customer inquiries or concerns regarding pricing changes in a professional and timely manner, providing clear explanations and guidance as needed.
• Data Management: Maintain accurate records of all communications sent and subsequent customer feedback, ensuring compliance with internal policies and any relevant regulations.
• Continuous Improvement: Identify opportunities to enhance communication processes and customer experience, providing feedback and suggestions to improve efficiency and effectiveness.

Benefits:

• 25 days holiday plus Bank Holidays
• Birthdays off! (it’s the most important day of the year!)
• 2 paid Charity Volunteering days
• Paid personal development (books, courses, etc…)
• Hybrid Working Opportunities
• Employee Assistance Programme
• Enhanced Maternity/Paternity/Sick Pay
• Company socials including Summer/Christmas parties/Dodgeball

Qualifications you will need:

• Proven experience in a commercial, administrative or customer communication role.
• Excellent written and verbal communication skills.
• Strong attention to detail, ensuring accuracy and consistency in all communications.
• Ability to work independently and manage multiple tasks in a fast-paced environment.
• Proficiency in using communication and collaboration tools (e.g., CRM systems, email marketing platforms).
• A customer-centric mindset with the ability to empathise with customer concerns and provide appropriate solutions.
• Strong organizational skills and the ability to manage time effectively.

RM24

#Analyst #Customer Success #Retention #Data #Analytics