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- Tasks: Drive customer renewals and manage contract terminations with a focus on retention.
- Company: Join JLA, a leader in mission-critical infrastructure solutions.
- Benefits: Enjoy a competitive salary, wellness support, gym access, and generous leave.
- Why this job: Make a real impact in customer success while developing your career.
- Qualifications: Strong communication skills and experience in customer-facing roles are essential.
- Other info: Flexible working options and opportunities for professional growth await you.
The predicted salary is between 23000 - 30000 £ per year.
Location Hybrid / 3 days in the office (Ripponden) Salary Up to £27,000 Depending on experience Vacancy Type Permanent/Full Time Job Description
Job title
SCON Renewals Manager
Function
Customer Success
Location
Ripponden
Reports to
Customer Success Team Leader
Responsible for staff
N/A
About our business
JLA is a mission critical infrastructure solutions business offering services Laundry, Catering, Heating, Fire Safety, Infection Control and Air Conditioning.
The company offers an end-to-end, on premise, machine supply and breakdown service proposition under the name Total Care, and additional products and services. JLA is driven by a world class Sales & Marketing engine, owns and maintains all assets, and has an efficient on-site operations team working with daily with customers.
When you join the JLA family, you\’ll also gain access to an extensive benefits package.
We care about our people and take your well-being seriously, which is why we offer a range of supportive tools for health and wellbeing, financial guidance, and legal advice. Our Employee Assistance Programme, 24/7 Wellness and Lifestyle App plus a dedicated team of Mental Health First Aiders are there to support you through life\’s challenges. We also offer up to 8 counseling sessions, which can be in-person or remote, providing you with the support and flexibility to suit your own personal needs.
You can reach any fitness goals with our free onsite gym at head office along with a range of other gym membership discounts available.
To offer financial support, we not only provide life assurance coverage, company sick pay, and a company pension scheme, we offer a range of added benefits such as free office parking, eye care vouchers, a cycle-to-work scheme, and exclusive discounts through our staff benefits hub.
We really pride ourselves in offering a healthy work-life balance and believe it is important to have time away to recharge which is why we provide 25 days of annual leave plus bank holidays, flexible working options, and enhanced family leave policies.
We are a company that appreciates you and invests in your success and even have a Colleague Recognition Scheme to celebrate your achievements. We\’re dedicated to your growth, offering support in career development and training. We value your referrals, and through our Refer a Friend scheme, you can earn up to £1,000 in bonus rewards!
Role overview
The SCON Renewal Manager will have a responsibility to drive SME SCON customer resigns, whilst working alongside Contact Centre colleagues and SME ASMs. There will also be a requirement to manage a set of contract terminations, finding solutions to ensure high retention rates.
Key tasks
- Termination Caseload Management
- Reactively deal with customer SCON contract terminations, working closely with SME/Contact Centre Sales, finding solutions to ensure customers are retained.
- Managing a large workload of termination tasks, in line with the agreed process set by Customer Success.
- Maintaining high standards, attention to detail and consistency across all tasks.
- Ensuring that key stakeholders to the process are held to account, enabling CS to deliver on the desired outcome(s).
- Taking ownership, by acting as the key point of contact in relation to ongoing termination queries.
- Negotiation of contract settlements, dealing with large values comfortably and having difficult conversations with customer to achieve the best possible outcomes for JLA.
- Ownership of the Renewal Process
- Ensuring all contracts up for renewal receive the correct correspondence for their renewal – in the right time frame
- Identify upsell / cross sell opportunities within assigned accounts and work in collaboration with the sales department on defining strategies to increase customer spend.
- Proactively manage customer problems, identifying issues and implementing resolutions and scoping opportunities.
- Identify competitor presence and impact. Involving the Customer Success Team Leader & Senior Manager to ensure impacts minimalised.
- Ability to find creative solutions to add value to proposition.
Criteria
Essential (attributes required for candidate to be considered)
Desirable (attributes can be trained or developed)
Knowledge and Skills
(what you know and what you can do)
- You will be highly skilled in communicating with business customers.
- You will be commercially savvy, with the ability to make sound business judgements.
- Ability to work as part of a team
- Understanding of Customer Success processes
- Attention to detail
- Decision making skills
- Problem solving skills
- Organisations skills
- Knowledge of all Microsoft office applications
- Knowledge of Pivotal, SMART and IFS.
- Possess a strong underestanding of our products, our competition in the industry and positioning
- Strong analytical skills
- Understanding of broader JLA processes.
Experience
(what you have done)
- Experience of working in a demanding customer facing role.
- Experience of dealing with customer retention / improve the customer journey.
Personal qualities
(the way you think and act)
- Own the challenge
- Be a partner
Qualifications
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SCON Renewal Manager employer: JLA Limited
Contact Detail:
JLA Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land SCON Renewal Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a SCON Renewal Manager role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to customer success and contract management. We recommend doing mock interviews with friends or using online resources to boost your confidence.
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you've tackled customer retention challenges in the past. This will demonstrate your ability to handle the responsibilities of the SCON Renewal Manager role.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the latest opportunities right there, making it easier for us to connect with you.
We think you need these skills to ace SCON Renewal Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the SCON Renewal Manager role. Highlight your experience in customer retention and problem-solving, as these are key for us at JLA.
Showcase Your Communication Skills: Since this role involves a lot of interaction with business customers, let your written application reflect your strong communication skills. Use clear and concise language to demonstrate your ability to convey complex ideas simply.
Highlight Relevant Experience: Don’t forget to mention any previous roles where you’ve successfully managed customer relationships or dealt with contract negotiations. We want to see how your past experiences can benefit our team!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at JLA Limited
✨Know Your Stuff
Make sure you have a solid understanding of JLA's services and products, especially in the context of customer success. Research the company’s mission and values, and be ready to discuss how your skills align with their goals.
✨Showcase Your Communication Skills
As a SCON Renewal Manager, you'll need to communicate effectively with business customers. Prepare examples from your past experiences where you successfully navigated difficult conversations or resolved customer issues.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've identified problems and implemented solutions. Be ready to discuss how you can apply these skills to manage contract terminations and improve customer retention at JLA.
✨Ask Insightful Questions
Prepare thoughtful questions about the role and the company culture. This shows your genuine interest in the position and helps you assess if JLA is the right fit for you. Consider asking about the team dynamics or how success is measured in the role.
