Renewals Specialist

Epos Now Group•Orlando, FL

About The Position

Epos Now is a cutting-edge cloud based business operating within the payments and POS space empowered by a global workforce supporting consumers across 9 countries. Our passion continues to deliver exponential growth, as we continue to deliver our vision “to make Commerce accessible for everyone. Customer Success is the foundation of a successful organisation, Epos Now’s success has been built on retaining customers for long periods, providing them with a sustainable product at a sustainable price which helps every business compete in the high street around the globe, contributing over £6bn to global GDP, Epos Now is an important cog in the high street. When a customer leaves we take it personally, it’s so important that we understand why a customer leaves the platform and it’s essential that we develop our processes, product and offerings to remove all of the barriers preventing a customer being successful. The key success to this role is rigorous outbound activity to prevent customers from churning by providing customers with products, offers and applications to ensure they’re getting the most of the Epos Now platform. Epos Now are looking for experienced Renewals Specialists to improve and control the churn of customers and increase customer stickiness across our EMEA, APAC and AMER regions.

Requirements

Proven experience in a customer retention, success or sales role
Confident, outgoing and proactive
Has a desire to succeed and has a demonstrable track record of self development either in previous roles or personal life
Positive approach, flexible and comfortable in a fast-paced, customer focused environment
Experience in B2B customer service and support environment
Resilient, with the ability to effectively manage unhappy customers or complex issues
An excellent communicator/relationship-builder both internally with colleagues and externally with customers
Able to effectively and clearly communicate across all mediums
Well-organised, attention to detail and have the ability to prioritise tasks quickly and effectively
Keen ability to identify customer requirements through health check and needs analysis conversations
Able to articulate technology based information to customers in an understandable and accessible manner
Proficient with both remote and face-to-face customer support
Great team player - works well with peers and senior managers to ensure delivery of the service and wider organisational priorities

Responsibilities

Take ownership of personal cancellation queue
Effective management of all cancelled customers and outbound activity
Maintaining a high volume of outbound activity to build relationships with the customer base and understand our customers needs.
Develop meaningful customer relationships to support business growth
Deliver against KPIs in key areas; Activity and Productivity
Effectively utilise the CRM to optimise customer experience
Follow all relevant processes and procedures and proactively give feedback to improve those processes and or systems where identified
Proactively seeking NPS results from cancellations and addressing detractor issues through voice of the customer
Ensure all customers understand the value their business gets from Epos Now products and services
To apply all skills to deliver any other accountabilities as required by the organisation