Manager of Renewals Operations

1 week ago


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

Position Overview: We are seeking a driven and proficient individual to lead our renewals initiatives and ensure exceptional customer satisfaction across our portfolio.

Role Responsibilities:

The Renewals Team Manager will oversee our renewals division, ensuring that our team provides exemplary service to our clients throughout their journey with us. This position emphasizes cultivating a culture of success and accountability while managing a team of specialists focused on renewals.

Key Responsibilities:

  • Leadership Excellence: Inspire, mentor, and empower a high-performing renewals team to achieve both individual and collective goals.
  • Client Relationship Management: Build and maintain strong relationships with clients to facilitate a seamless renewal experience and enhance retention rates.
  • Process Optimization: Analyze and refine the renewals process, implementing best practices to drive continuous improvement.
  • Performance Evaluation: Develop and monitor key performance indicators (KPIs) to assess team effectiveness and proactively address objectives.
  • Cross-Department Collaboration: Work closely with sales, customer success, and product teams to ensure cohesive strategies and optimal customer support.
  • Reporting and Insights: Generate and present reports on renewals performance to senior management, providing valuable insights and recommendations based on comprehensive data analysis.

Qualifications:

Proven experience in a managerial or leadership role within a renewals or customer service environment.

In-depth understanding of renewal processes, customer lifecycle management, and retention strategies.

Outstanding communication and interpersonal abilities, with a knack for relationship building and team motivation.

Proficient in customer relationship management (CRM) software and data analysis tools.

Ability to adapt in a dynamic work environment while maintaining attention to detail.

Why R.W. Mercer Co.?

We value our employees and are dedicated to creating a supportive and inclusive workplace. As a remote employee, you will enjoy the flexibility to manage your own schedule, access to professional development opportunities, and a collaborative team that supports you at every turn.

If you are passionate about fostering positive customer relationships and possess the skills to lead and guide others in achieving their objectives, we encourage you to consider this opportunity.



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