Renewals Administrator - 6-Month Fixed Term Contract

RealVNC® is the remote access platform for engineers looking for the most reliable and secure solution built by the creators of VNC® technology. 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.

This role offers a superb opportunity for a highly organised and driven individual to join our already successful Renewals team on a 6-month Fixed Term Contract. You’ll be responsible for quoting direct and Channel Partner customers, order processing as well as co-ordinating customer service requests with the relevant teams. A large focus will be on guiding our B2C customers towards our Online Management Portal for wider use of our self-service functionality.

• 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.

• 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 enjoy 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).

This role offers a great opportunity to join our Renewals Team, working for a successful, growing company with a recognised global brand and huge potential and vision. We also offer generous benefits, including a contributory pension, EV car leasing scheme, private dental and medical cover. We work in a hybrid environment where employees combine working remotely and working from the office to facilitate a high-performance working environment.

If you’d like to join RealVNC as a Renewals Administrator, please click on the ‘apply for this job’ button and fill in your details. RealVNC has a responsibility to ensure that all staff are eligible to live and work in the UK and if you’re invited to interview you’ll be required to provide proof of your eligibility to work. RealVNC is an equal opportunities employer, committed to staff welfare and professional development.