At a Glance
- Tasks: Manage and retain education customer portfolios, ensuring maximum value from IRIS solutions.
- Company: Join one of the UK's largest software companies, trusted by over 100,000 businesses.
- Benefits: Competitive salary, bonus, hybrid work, and continuous learning opportunities.
- Other info: Great culture that celebrates diversity and empowers every individual.
- Why this job: Make a global impact while building lasting customer relationships in a supportive environment.
- Qualifications: Experience in customer retention and account management, with strong communication skills.
The predicted salary is between 40500 - 49500 £ per year.
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.
As a Senior Customer Renewals Advisor, you will play a key role in managing and retaining a portfolio of education customers, ensuring they continue to realise maximum value from their IRIS solutions. Combining a consultative approach with strong commercial awareness, you'll proactively manage renewals, identify opportunities for growth, and build lasting customer relationships. As a senior member of the team, you'll also support the development of colleagues, contribute to continuous improvements, and act as a trusted point of guidance within the Renewals function.
What You'll Be Doing
- Managing a dedicated portfolio of education customers, taking ownership of renewals from initial engagement through to successful completion.
- Delivering an outstanding customer experience by providing quotes, resolving enquiries, and recommending the most appropriate solutions to meet customer needs.
- Driving customer retention and revenue growth through proactive account management and commercial conversations.
- Maintaining regular contact with customers, identifying risks, opportunities, and actions required to support successful renewals.
- Managing the renewals pipeline to ensure all contracts are renewed accurately and on time.
- Providing weekly updates and success plans to the Customer Renewals Manager.
- Working closely with Sales, Customer Success, Support, Product, and Commercial teams to ensure a seamless customer journey.
- Generating new opportunities through lead generation and customer referrals.
- Staying up to date with product developments and industry trends within the education sector.
- Supporting onboarding activities, coaching colleagues, delivering training, and contributing to team projects and recruitment activities.
- Acting as a role model within the team by sharing best practice, supporting colleagues, and helping drive high performance.
What We're Looking For
- Proven experience in customer retention, renewals, account management, or a similar customer-facing commercial role.
- Previous experience managing customer relationships and achieving retention and revenue targets.
- Strong commercial awareness with the ability to identify growth opportunities while maintaining customer trust.
- Experience using Salesforce or similar CRM systems.
- Excellent written and verbal communication skills, with a professional and consultative approach.
- Highly organised, with strong attention to detail and the ability to manage multiple priorities.
- Comfortable working with data, producing reports, and maintaining accurate customer records.
- A collaborative mindset with the ability to build strong relationships across teams.
- Resilient and calm under pressure, with strong problem-solving skills.
- Prior experience within a renewals environment is highly desirable.
- 5+ years' experience within a renewals or customer retention function would be advantageous.
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.
Senior Customer Renewals Advisor in Manchester employer: IRIS Software Group
IRIS Software Group is an exceptional employer that prioritises employee growth and development, offering a collaborative work culture where your contributions directly impact client success. Located in a vibrant area, we provide competitive benefits and a supportive environment that fosters innovation and teamwork, making it an ideal place for professionals looking to make a meaningful difference in customer relationships.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Renewals Advisor in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IRIS Software Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like IRIS Software Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Renewals Advisor in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to IRIS Software Group:Your cover letter is your chance to shine! Tell us why you want to work at IRIS Software Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at IRIS Software Group!
How to prepare for a job interview at IRIS Software Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
