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Renewals Team Lead

2 months ago

Charleston, West Virginia, United States R.W. Mercer Co. Full time

About the Role:

We are seeking a highly skilled and motivated individual to lead our renewals efforts and ensure customer satisfaction throughout our portfolio. As the Renewals Team Lead, you will be responsible for supervising our renewals department and guaranteeing that our team delivers outstanding service to our clients throughout their entire experience with us.

Key Responsibilities:

  • Effective Leadership: Guide and empower a top-performing renewals team to successfully reach their personal and team objectives.
  • Customer Engagement: Foster and nurture robust connections with clients to guarantee a smooth renewal process and optimize retention rates.
  • Efficiency Enhancement: Carefully analyze and improve the renewals process, implementing proven methods to promote ongoing improvement.
  • Performance Metrics: Establish and track key performance indicators (KPIs) to measure team performance and take proactive steps to meet topline objectives.
  • Collaboration: Collaborate closely with sales, customer success, and product teams to ensure strategies are aligned and customers receive optimal support.
  • Reporting: Prepare and present reports on renewals performance and outcomes to senior management, offering valuable insights and recommendations derived from thorough data analysis.

Requirements:

  • Demonstrated expertise in a managerial or leadership position within a renewals or customer service setting.
  • Extensive knowledge of renewal processes, customer lifecycle management, and retention strategies.
  • Exceptional communication and interpersonal skills, with a talent for cultivating relationships and inspiring a team.
  • Strong skills in customer relationship management (CRM) software and data analysis tools.
  • Demonstrating flexibility in a dynamic work setting while upholding meticulousness.

About Us:

R.W. Mercer Co. is a company that highly appreciates its employees and is committed to fostering a harmonious and welcoming work environment. As a remote employee, you will have the freedom to set your own working hours, access to opportunities for growth and learning, and a team that is there to support you every step of the way.