Renewals Administrator - 12 Month Fixed Term Contract

at  RealVNC Limited

RealVNC® is the remote access platform for engineers looking for the most reliable and the most secure solution built by the creators of VNC® technology. Over the last 25 years, as the inventors of VNC®, we’ve enabled a global workforce to work wherever works and created the remote access market. Our software is used by hundreds of millions of users worldwide including IT professionals from global companies, such as Intel, IBM, NASA, Shell, DreamWorks and Philips.
Our lead product, VNC Connect, allows users to connect securely to a remote device anywhere in the world, see its screen in real-time, and take control as though sitting in front of it. The product has been deployed across a myriad of use cases, from remote support through to deploying the software onto connected devices such as medical ventilators, set-top boxes, heavy industrial machinery and more.
Backed by leading mid-market private equity firm, Livingbridge since 2021, we are investing in our people to support our highly ambitious growth plans. As part of our people strategy to develop our next generation organisation, we are looking to add new team members that are integral to the success of the business, committed to delivering high quality results, collaboration and innovation to help accelerate company growth.

REQUIREMENTS:

You;

• Have a methodical and precise working manner and good attention to detail
• You have strong working experience using Office365
• Are able to work effectively with stakeholders across multiple departments
• Are adaptable and enjoys the challenge of a dynamic environment
• Have great communication skills, both verbal and written
• Are comfortable using Customer Relationship Management (CRM) systems e.g. Salesforce (desirable)
• Have knowledge of renewal and retention processes and best practices (desirable)

• Be primarily responsible for the email communication with our B2C customers.
• Negotiate subscription amendments during the renewal event.
• Be responsible for the tooling to help with customer retention at scale.
• Assist with directing enquiries from B2B customers to the relevant team.
• Handle incoming chat and phone enquiries relating to upcoming renewals.
• Manage appropriate mailboxes to ensure an accurate and timely response.
• Work with wider departments and stakeholders to coordinate customer account needs and subscription amendments.
• Work with our channel partners to quote and process renewal and upsell deals.
• Identify account expansion opportunities and introduce dedicated sales people to the account as appropriate.
• Maintain documentation of processes to ensure information is up to date.
• Focus on guiding customers to use our Portal self-service functionality