At a Glance
- Tasks: Manage customer renewals and drive retention through data insights and relationship building.
- Company: Join Zoom, a leader in video communications and collaboration.
- Benefits: Enjoy a variety of perks for physical, mental, and financial well-being.
- Other info: Flexible hybrid work environment with opportunities for career advancement.
- Why this job: Make a real impact by strengthening customer partnerships and driving growth.
- Qualifications: Experience in customer retention and data analysis is essential.
The predicted salary is between 49500 - 60500 £ per year.
You will manage a portfolio of customer renewals across the UK&I region, driving retention through data-driven insights and relationship building. You will analyze usage patterns, forecast revenue, and negotiate contract extensions. You will deliver high renewal rates while strengthening customer partnerships.
We drive revenue retention across EMEA by managing customer renewals and growth opportunities. Our team collaborates closely with sales, finance, and customer success to deliver seamless renewal experiences. We exist to maximize customer lifetime value and strengthen long-term partnerships.
Responsibilities
- Managing customer renewals by analyzing usage data, health indicators, and contract performance to identify growth opportunities and mitigate churn risks.
- Conducting regular renewal reviews with customer stakeholders to demonstrate value, strengthen relationships, and secure contract extensions.
- Forecasting weekly and quarterly renewal pipeline, including opportunities, risks, and upsell potential, using revenue operations and CRM platforms.
- Negotiating renewal terms and pricing with customers, finance, and legal teams to achieve mutually beneficial agreements aligned with customer objectives.
- Collaborating with partners to drive renewal accountability when customers choose indirect renewal pathways.
What We're Looking For
- Demonstrate advanced customer retention and relationship management capabilities with proven ability to drive renewal outcomes.
- Apply data analysis skills to interpret customer health metrics, usage patterns, and renewal performance indicators.
- Execute contract negotiations using value-based selling methodologies and pricing frameworks.
- Manage forecasting processes with accuracy across weekly, quarterly, and future-quarter timeframes.
- Identify and mitigate churn risks through proactive intervention and stakeholder engagement.
- Communicate fluently in English for customer-facing and internal collaboration.
- Bring prior experience working with customers in the UK&I region.
- Hold equivalent practical experience or relevant qualification in business, sales, or related field.
Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.
Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways.
Our Commitment
At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential.
If you require an accommodation during the hiring process, let us know - we’re here to support you at every step. If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon.
This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.
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Renewals Manager employer: Zoom Video Communications
Zoom Video Communications is an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation in the healthcare sector. With a strong emphasis on employee growth opportunities and a commitment to client success, team members are empowered to make a meaningful impact within NHS and other healthcare organisations. Located in the United Kingdom, employees benefit from a supportive environment that values partnership and professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Renewals Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zoom Video Communications. 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 Zoom Video Communications 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 Renewals Manager
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 Zoom Video Communications:Your cover letter is your chance to shine! Tell us why you want to work at Zoom Video Communications 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 Zoom Video Communications!
How to prepare for a job interview at Zoom Video Communications
✨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.
