Join the world’s fastest-growing and most innovative Edtech company! The National College (TNC) is a market-leading provider of professional development and software tools, supported by Private Equity and driven by a strong vision for growth. We assist over 45,000 schools globally, ensuring compliance and enhancing standards. Our state-of-the-art platform has transformed online training and now features the world's largest professional development library for educators.

We are looking for a Membership Manager, Enterprise who will manage and be responsible for an allocated book of business of Enterprise Customers to maintain strategic relationships driving customer renewals. Working in a dynamic team with commercial customer focus, this role will ensure high customer retention rates, reducing churn, improving customer NPS, cross-selling and upselling. 

Requirements

Key Responsibilities 

• Account Manage an individual book of business of allocated Enterprise Customers (TBC) (Retention, Renewal, Cross-Sell, Upsell and Referral) to ensure personal and company KPI’s are achieved and increase Customer Advocacy. 

• Work with Enterprise Managers to proactively work cancellation tickets - saving tickets and relationships, and mentoring the team by embodying best practice Customer Success methodologies to reduce churn 

• Drive customer retention by continuous improvement of customer experience and automation of the journey 

• Ensure regular contact for your allocated book of business and be the single point of contact to facilitate, manage and resolve any customer complaints 

• Maintain strong relationships with Enterprise Customers, working closely with the key internal teams to understand customer needs and feedback to the Enterprise Manager 
• Monitor NPS to proactively resolve complaints with Detractors and promote Advocates 
• Accurately Forecast renewals three months in advance to the Enterprise and report weekly on agreed metrics 

• Ensure all company systems are updated and conversations are logged and documented. 

• Act as a customer advocate within The National College, representing customer needs and feedback to drive product and service improvements working along with the Director of Customer Success to champion change. 

3. Experience 

• Proven experience in working in a renewals team or similar customer-focused teams. 

• Strong understanding of the renewal process and customer lifecycle management. 

• Analytical mindset, with the ability to interpret data, identify trends, and make data-driven decisions. 

• Strong communication and interpersonal skills, with the ability to build relationships and influence. 

• Results-oriented with a track record of meeting or exceeding renewal targets. 

• Proactive and solutions-oriented mindset, with the ability to identify and address potential issues before they escalate. 

• Familiarity with CRM systems preferable HubSpot and other relevant tools to manage and track customer renewals. 

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively. 

• Proven experience within the Education or Ed tech industry preferred but not essential. 
  

4. Skills and Competencies 

• Empathy 

• Interpersonal skills 

• Relationship management 

• Persuasion skills 

• Problem-solving 

• Critical thinking 

• Decision-making skills 

• Initiative 

• Time management 

• Teamwork 

• Management ability 

• Commercial Acumen 

Benefits

• Hybrid working from Sheffield office, with regular collaboration days in our Sheffield HQ
• Opportunity to work at an established but rapidly growing EdTech scaleup who values
• NEST Pensions scheme
• Buy & Sell Holiday scheme offering an opportunity to boost holiday allowance to up to 38 days annually (+Bank Holidays)
• Access to company Life Assurance scheme
• SmartHealth - access to 24/7 virtual GP, mental health & wellbeing support, financial advice and more
• Enhanced Family Friendly benefits