Renewal Analyst

Customer Renewal Manager

Portsmouth UK, Full-Time

Lead Forensics is a leading provider of Software as a Service (SaaS) solutions, helping businesses achieve their Sales and Marketing goals through innovative software tools. We are dedicated to delivering exceptional service and support to our clients, ensuring they receive maximum value from our products.

Job Overview:

We are seeking a detail-oriented and proactive Customer Renewals Manager to join our team. In this role, you will be responsible for identifying, managing and delivering communications to our existing customers regarding annual price adjustments. Your primary focus will be to ensure clear, accurate, and timely communication, helping our customers understand and adapt to any changes in their pricing plans.

Key Responsibilities:

• Customer Analysis: Review customer contract terms, discounts at point of sale, product usage and related data to identify and recommend price increases at point of renewal.

• Collaboration: Work closely with the billing, customer success, and sales teams to gather necessary information and validate approval for recommended price increases. - Customer Communication: Draft, review, and deliver communications to customers regarding annual price increases and any related changes to their subscription plans, ensuring communications are sent to the appropriate nominated customer contacts.

• Attention to Detail: Ensure all communications are accurate, reflect the correct pricing information, and are aligned with company policies and branding guidelines.

• Customer Support: Relay customer inquiries or concerns regarding pricing changes to Customer Success team for resolution.

• Data Management: Maintain accurate records of all communications sent and subsequent customer feedback, Ensure all price increases have been processed correctly in time for invoicing.

• Reporting: Provide clear and accurate reporting on increased pricing increases by customer segments and rolling 12-month forecasts.

• Continuous Improvement: Identify opportunities to enhance existing processes and customer experience, providing feedback and suggestions to improve efficiency and effectiveness.

Qualifications:

• Proven experience in a commercial administrative or customer communication role.

• Excellent written and verbal communication skills.

• Strong attention to detail, ensuring accuracy and consistency in all communications.

• Ability to work independently and manage multiple tasks in a fast-paced environment.

• Proficiency in using communication and collaboration tools (e.g., CRM systems, email marketing platforms).

• A customer-centric mindset with the ability to empathise with customer concerns and provide appropriate solutions.

• Strong organizational skills and the ability to manage time effectively.