KEY SKILLS:

• Proven track record and experience in client retention, customer success and account management.
• High level of self-motivation, with a deep understanding of B2B information, must be able to understand technology related impact within the fm industry.
• An ability to understand and relate to customers’ needs and concerns.
• Effectively handling renewals and upsells requires good negotiation skills.
• Previous experience in a role such as Customer Success Specialist, Customer Success Manager would be advantageous.
• Ability to manage multiple projects simultaneously while meeting tight deadlines.
• A proactive approach with the ability to work independently as well as part of a team.
• Excellent IT skills, including Microsoft Office suite with a particular focus on Excel
• Excellent organisation, prioritisation and administration skills with a high level of accuracy and attention to detail.
• Be a confident communicator, with the ability to engage with both Managers and employees over email and telephone.
• Self-motivated with the ability to work under pressure and to deadlines with a common-sense approach.
• Excellent problem-solving capabilities.
• Maintain professional internal and external relationships that meet Company core values.
  Previous experience is desirable; however, full training will be provided. You will need to present and conduct yourself in a professional, courteous and appropriate manner in accordance with the Company policies, procedures, guidelines and values.

ABOUT US:

Tenon FM are a Facilities Management (FM) Company with over 1,700 employees in the UK, offering a wide spectrum of hard & soft FM services specific to the diverse needs of over 1,100 customers throughout the UK.
Our people are very important, because without our employees we can’t provide our services and deliver our customer promise and your role is vital to our continuing success. No matter what area of the business you join, your contribution will be valued and recognised.
We are an equal opportunities employer and Investors in People Accredited.

ABOUT THE ROLE:

We are currently recruiting for motivated, reliable and customer focused Client Growth & Retention Manager. This role will be field based covering multiple clients across the UK.
Job Type: Permanent - Full Time.
Pay Rate: £55,000 per annum + Car allowance
Working Hours: 40Hrs per week, Monday to Friday 09:00Hrs to 17:30Hrs.
Start Date: Immediately.

ROLE SUMMARY:

This is a critical role in ensuring the long-term satisfaction and retention of a company’s customer base. Positioned within the business development team, this role focuses on understanding customer needs, resolving issues promptly, and fostering a positive relationship between the client and the company. The ultimate goal of a CGRM is to minimize customer churn and maximize customer lifetime value, enhancing the overall success and growth of the business.
You will work with the site teams to ensure excellent service delivery and that our clients have a better day, every day.

YOU WILL BE RESPONSIBLE FOR, AND NOT LIMITED TO:

• Develop and execute customer and retention growth strategies for our mid-table key accounts.
• Work with the operations team to understand our customer needs
• Understand customer feedback, requirements and identify opportunities for growth through upselling and cross selling.
• Create a customer feedback insight report to help the operations team with enhancing customer experience.
• Build strong relationships with existing customers to enhance loyalty and advocacy.
• Help the business create key references and case studies in specific industries
• Lead customer renewals meeting with key stakeholders.
• Achieve growth in customer lifetime value
• Achieve increased customer retention rates rates
• Collaborate with cross-functional teams to gather necessary information and find solutions to resolve and grow the customer relationship.
• Supporting the team and business with any project support as required.
• Provide accurate and timely reporting on retention metrics and churn risks. Build a comprehensive risk radar to identify potential threats and opportunities for improvement in client relationships.
• Support with the yearly price increase exercise.