Client Off-boarding and Retentions Manager: SMB

ANS

  • Manchester
  • Permanent
  • Full-time
  • 14 days ago
What is the point of this role?This is a role that involves managing:
  • The process of clients cancelling and offboarding clients in the SMB department, ensuring communication and billing are all taken care of. We want to ensure that any clients offboarding have a seamless experience when it comes to communication and invoicing.
  • Where possible, the Retentions Manager will support in saving clients. This will be through conversations with clients directly, or through facilitating meetings with the relevant people internally to help support these conversations. This process will be mapped out so there is always a clear path of escalation for every cancellation.
  • Collection of data; this person will be responsible for accurately recording the reasons why clients are cancelling through exit interviews with clients, and also analysing account notes.
The Retentions Manager will meet regularly with Senior leadership to present stats and data relating to the cancellations process. This will include analysis of why clients are leaving, what ANS can focus on to reduce churn, and if any improvements to any processes internally could also support with this goal.What will I be doing?
  • Managing cancellations from a contract perspective
  • Trying to save clients where possible.
  • Understanding the reasons clients are wanting to cancel and collecting this data using internal systems and through exit interviews.
  • Ensuring this data is fed into the right channels, so we can support with continuous improvement.
What will I bring to the role:
  • We are looking for a candidate who is passionate about customer service.
  • This person will be organised and diligent when it comes to managing contract offboarding.
  • This person should be confident working with managers and senior leaders to support change where needed.
  • We are looking for someone who is determined and takes high levels of ownership.
  • Most importantly, the right person for this role will be confident in speaking directly to clients, sometimes having difficult conversations. They will be able to demonstrate high levels of empathy and have the ability to build rapport quickly and with ease.
  • The right candidate will be comfortable speaking to stakeholders both within ANS and within a client account, right up to C suite level.
What is needed to do the role?We are looking for candidates with the right attitude and experience over certifications. However, anyone who has previously worked in a customer facing role within a service environment, would have relevant experience needed for this role.

ANS