Customer Renewals Advisor in Manchester

About IRIS

IRIS Software Group is one of the UK's largest privately held software companies, trusted by 100,000+ businesses, schools and accountancy firms to keep their operations running. Our software pays 1 in 6 UK employees, supports over 12,000 schools, and is relied on by 91 of the top 100 UK accountancy firms. We're a Great Place to Work® certified employer, recognised for our commitment to well-being, inclusion and development - and we're growing fast.

At IRIS, we help schools, academies, and education providers streamline their operations through market-leading software solutions. We're looking for a Customer Renewals Advisor to join our Education team, managing a portfolio of customers and ensuring they receive outstanding service throughout their renewal journey. This is an excellent opportunity for a customer-focused professional who enjoys building relationships, solving problems, and working in a commercially driven environment where customer retention and satisfaction are at the heart of everything we do.

What will you be doing?

• As a Customer Renewals Advisor, you'll take ownership of a portfolio of education customers, ensuring renewals are managed efficiently, professionally, and with a strong focus on retention and customer success.
• Key responsibilities include:
• Managing customer renewals from quote through to completion, ensuring contracts are renewed before their due dates.
• Delivering a friendly, responsive, and professional service via phone, email, and Microsoft Teams.
• Building strong relationships with customers, becoming a trusted point of contact throughout the renewal process.
• Providing accurate quotations and recommending the most suitable options based on customer needs and available solutions.
• Maximising renewal revenue opportunities while maintaining excellent customer service standards and compliance with company policies.
• Taking ownership of customer enquiries and seeing them through to resolution.
• Managing a portfolio of mid to upper-tier customers, ensuring a seamless and positive customer experience.
• Working closely with Sales, Customer Success Managers, and other internal teams to support customer retention and growth.
• Maintaining a strong understanding of IRIS products, services, and developments within the education sector.
• Ensuring service level agreements (SLAs) are consistently achieved through effective workload management and prioritisation.
• Participating in team meetings, business updates, and company initiatives while demonstrating commercial awareness and customer-focused thinking.

What we're looking for

• Essential:
• Proven experience in a customer-facing role, whether over the phone, online, or in person.
• Strong communication skills with the ability to build rapport and develop long-term customer relationships.
• Excellent organisational skills with the ability to manage multiple priorities effectively.
• Good working knowledge of Microsoft Office, including Outlook.
• High levels of attention to detail and accuracy.
• Strong written, verbal, and numerical communication skills.
• A proactive, enthusiastic approach and a genuine passion for delivering excellent customer service.
• Ability to remain calm and think logically in a fast-paced environment.
• Desirable:
• Previous experience in sales, account management, customer retention, renewals, or customer success.
• Experience using Salesforce or a similar CRM platform.
• Knowledge or experience of the education sector.
• Experience working against service levels, targets, or customer retention objectives.

Why You’ll Love Working Here

• Impact: Your work will influence millions globally.
• Growth: Continuous learning and career development opportunities.
• Belonging: A culture that celebrates diversity and empowers every individual.

What to expect from our hiring process

Our process is designed to be fair, transparent and straightforward. Stages vary depending on the role — more senior positions may involve additional steps, and some areas include role-specific assessments such as a technical test or case study — but typically you can expect:

• Application review — we assess your experience and potential
• Initial call — a short conversation to learn about you and share more about the role
• Skills assessment — tailored to the position, e.g. case study, coding challenge or portfolio review
• Final interview — meet the team and explore how you'll make an IMPACT at IRIS

We'll always walk you through the specific stages at the start of the process so you can prepare with confidence. If you need any adjustments or accommodations during the process, let us know, we’re committed to making this experience accessible for everyone.