Senior Customer Renewals Advisor
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Senior Customer Renewals Advisor
Location: Manchester or Slough (Heathrow Approach)
Reporting to: Customer Renewals Manager
About IRIS Software Group
IRIS Software Group is one of the UK's leading providers of business-critical software, supporting over 100,000 organisations across accountancy, education, HR, payroll and business management.
For more than 45 years, we've helped organisations improve efficiency through innovative software solutions. Today, our products support businesses of all sizes across 135 countries, and we're proud to be recognised as one of the UK's Best Workplaces in Tech, Best Workplaces for Wellbeing and Best Workplaces for Women.
Our Customer Renewals team plays a vital role in protecting and growing our customer base by delivering exceptional service, building lasting relationships and ensuring customers continue to gain maximum value from their partnership with IRIS.
The Role
We're looking for an experienced, customer-focused Senior Customer Renewals Advisor to join our growing Renewals team.
This is a fantastic opportunity for someone who enjoys building long-term customer relationships while delivering commercial success. You'll manage a portfolio of strategic customers, proactively leading renewal conversations, identifying growth opportunities and ensuring customers continue to receive outstanding service throughout their journey with IRIS.
As one of the senior members of the team, you'll also support the Customer Renewals Manager by mentoring colleagues, sharing best practice and helping drive continuous improvement across the function.
What You'll Be Doing
- Manage a portfolio of strategic customer accounts, ensuring timely and successful renewals.
- Build trusted relationships with customers through proactive engagement and regular communication.
- Prepare and present renewal quotations while negotiating commercial agreements.
- Identify opportunities to maximise revenue through retention, cross-selling and upselling.
- Take ownership of customer enquiries and work collaboratively to deliver successful outcomes.
- Ensure renewal opportunities are managed proactively and completed ahead of renewal dates.
- Maintain accurate customer records, pipeline activity and forecasting within Salesforce.
- Provide regular updates on customer risks, retention performance and success plans.
- Work closely with Customer Success, Sales, Product, Support and Commercial teams to deliver an exceptional customer experience.
- Maintain excellent knowledge of the IRIS product portfolio to provide informed recommendations.
- Act as a role model within the team by coaching colleagues, sharing best practice and supporting onboarding activities.
- Assist with training, recruitment, team initiatives and continuous improvement projects when required.
What We're Looking For
Essential Experience
- Previous experience within a customer renewals, account management, customer success or retention role.
- Proven ability to build strong customer relationships and retain existing business.
- Excellent commercial awareness with strong negotiation skills.
- Experience managing a portfolio of customer accounts.
- Experience using Salesforce or another CRM system.
- Excellent organisational skills with the ability to manage multiple priorities.
- Strong written and verbal communication skills.
Desirable
- Experience working within a SaaS or software environment.
- Previous experience in a senior renewals or mentoring role.
- Experience supporting onboarding, coaching or training colleagues.
- Five or more years' experience within a customer renewals environment.
Key Skills
Customer Relationship Management
- Customer retention
- Commercial renewals
- Account management
- Relationship building
- Customer success
- Cross-selling & upselling
- Portfolio management
- Revenue growth
Communication
- Negotiation
- Stakeholder management
- Consultative approach
- Problem solving
- Customer service excellence
- Written and verbal communication
Personal Attributes
- Customer-focused
- Commercially aware
- Organised and detail-oriented
- Positive and proactive
- Collaborative team player
- Resilient under pressure
- Adaptable and solutions-focused
- Passionate about continuous improvement
Why Join IRIS?
- Join one of the UK's leading software providers.
- Be part of a collaborative, customer-focused Renewals team.
- Comprehensive onboarding and ongoing development opportunities.
- Work with a diverse portfolio of established customers.
- Career progression within a growing global technology business.
- Competitive salary and benefits package.
- Flexible working opportunities.
- A culture recognised as one of the UK's Best Workplaces.
Ready to Make an Impact?
If you're passionate about building long-term customer relationships, delivering outstanding service and driving customer retention, we'd love to hear from you.
Apply today and help our customers continue to succeed with IRIS Software Group.
About IRIS
As one of the UK’s largest privately held software companies, IRIS Software Group exists to simplify the lives of businesses, schools and organisations.
IRIS provides software solutions and services that substantially enhance operational compliance, efficiency and accuracy, empowering the users of our technology to look forward with certainty and confidence.
Over 4 million parents use our software to connect with their child’s school, 18% of UK employees are paid via an IRIS payroll solution, 50,000 SMEs use IRIS cloud bookkeeping and 21,000 firms rely on us for legislative compliance.
Our operational software is the invisible but essential beating heart of our customers’ businesses, supporting them in a range of objectives, from maintaining legislative compliance to boosting engagement with stakeholders and enhancing productivity.
It’s vital these mission-critical functions work first time, every time.
That’s why IRIS helps businesses run the tough stuff, stay compliant and get operational tasks done right first time, every time – so they can focus on productivity and growth.
IRIS is a company built on hiring the best people; our people are our greatest assets.
They enable us to be the innovative, market-leading, and high-performing company that we are today.
We’re delighted to be certified as a Great Place to Work and one of the UK’s Best Workplaces for Women.
These accolades confirm that our employees have a consistently positive experience at IRIS, with the certifications considering employee wellbeing, diversity and inclusion, trust in management, effective communication and recognition/reward.
IRIS is committed to engaging, rewarding and empowering our employees, and this is central to what we do.
This is why we work to create an environment where employees feel like they are part of a team.
Why work for IRIS?
The Benefits
Developing your career
We believe in creating a culture of engagement and reward to develop your potential and offer long-term career success. We do this by:
Supporting our managers to be great leaders, providing inspirational management resources and offering dedicated management development training.
Rewarding individual excellence through dedicated initiatives and Employee Awards for demonstrating our values.
Offering regular training and development programmes tailored to each employee’s development needs and providing a commitment to a ‘learning culture’ which shares knowledge, best practice and our long-standing expertise between employees.
We’re committed to a culture of continuous improvement and listen to our employees via regular feedback sessions and employee engagement surveys.
Our employees love the colleagues they work with. We promote a positive environment where our people feel comfortable, make friends and support each other.
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