Customer Retentions Adviser

Location: Gateshead

Salary: Basic of £33,340.51 per annum +Bonus (OTE £37,734)

Vacancy Type: Full Time

LexiaUK Ltd is an expanding market-leading literacy software company, who seek a Customer Retentions Adviser as part of a growing team.

Dealing with existing customers, the successful candidate will work to ensure our customer and revenue retentions rates are maximised. Applicants will need to be experienced in a consultative sales approach as well as being customer and quality focussed. You will work towards ensuring a high renewal rate for our software and support contracts to existing customers. Assigned cases will be taken through the renewal pipeline in an approach consistent with the culture and values of the business. You will be responsible for keeping your CRM pipeline updated, ensuring that customer contact details are accurate.

Dealing with educational establishments across the UK, you will have excellent verbal and written skills – which are crucial in this role. Excellent ICT skills are also essential.

You will adopt current consultative sales procedures and practices and be assigned cases by your line manager. In addition, you will work to ensure databases are regularly cleaned.

Full product training is provided.

Benefits include: generous bonus scheme, company pension, Perk Box, Health Shield and holiday package of up to 37 days (inc. Bank holidays). Our modern, top floor office provides stunning views of Tyneside and is conveniently located next to local transport links and amenities.

Duties / Responsibilities

Take cases through the renewals pipeline as quickly and efficiently as possible, adopting a consultative approach.
Make outbound calls to customers who have not responded to our renewal notifications
Meet renewal sales target set by your line manager
Maintain close, regular contact with assigned accounts both current and lost
Ensure databases are cleaned as appropriate
Provide telephone advice and support
Provide pricing information (quotes), negotiate and close sales
Use IT involving a customer relations management system (CRM) to record customer details, communications and process orders. A high degree of accuracy must be employed at all times
Provide timely progress reports in such form as shall be required by your line manager
Respond to all e-mail and telephone requests promptly and efficiently, recording them accurately on CRM

Essential Abilities

2 years’ experience in either renewals, retention, sales or account management
Consultative sales experience
Excellent communication skills (verbal and written)
Excellent ICT skills
Proficient in Microsoft Word, Excel and Outlook
Confident to present to clients and company managers
Willingness to travel (occasional overnight stays)
GCSE (or equivalent) Grade C or above in English and Maths
Pass a DBS check
Must be willing to take holiday out of school term time (Please note, our holiday policy means that employees can only take holidays outside of Gateshead term time dates)

Desirable Abilities

Microsoft Dynamics knowledge and experience
Customer Relationship Management software experience
Training experience i.e. sales, product or online
Experience in education sales market
Own car / clean driving license as on occasion you may be required to work offsite

To Apply

If you feel you are a suitable candidate and would like to work for LexiaUK, please do not hesitate to apply.

Lexia UK

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Customer Retentions Adviser