Renaissance Global is recruiting for a new exciting opportunity within our International team.
Company Description
Renaissance® is a leading provider of assessment technology to primary and secondary schools. Renaissance products promote success amongst students of all ages and abilities through personalised assessment and practice in reading and maths.
Our software helps to enhance literacy and numeracy skills, support differentiated instruction, and personalise learning to optimise student development. Immediate feedback and detailed reporting equip teachers with the information needed to monitor progress and measure growth. In the UK and Ireland, almost 6,000 schools and more than 1.4 million students use Renaissance products. Worldwide, we support over 18 million students, operating in 96 countries.
The International Account Executive is integral to international business development and customer support through providing account management and support to international schools customers. Required to work collaboratively with other International Account Executives to enable smooth transitions for customers, especially during ‘peak periods’, and to provide cover for International Account Executives when required. The International Account Executive will ensure personal sales targets are met and high levels of customer satisfaction are achieved. The individual will also be responsible for supporting in delivering high levels of customer service to all customer enquiries received into the international inbox in line with set SLAs as well as ensuring all administrative tasks are carried out efficiently and accurately.
Working as part of a team but taking responsibility for personal accounts managed, the role is varied and requires effective time management to manage a mix of inbound and outbound activity.
Job Responsibilities:
- Ensure customers understand and know how to use the products they have purchased to best meet their needs.
- Identify any training requirements with support from International Consultants and coordinate internal resources to deliver training and support as appropriate
- Develop strong relationships with customer accounts to ensure the renewal of products used.
- Grow revenue on accounts managed through cross and up sales ensuring customer needs are met appropriately.
- Develop and maintain positive working relationships with international team colleagues and Renaissance Global teams including Technical Support, Sales Order Processing, Doddle and Warehouse.
- Be the first port of call to International accounts taking ownership of customer issues, providing accurate and timely responses drawing on available resources as well as seeking input from Renaissance Global colleagues.
- Seeking ways to improve support for international accounts and making recommendations to International Accounts Team Leader.
- Reporting on customer usage and retention, highlighting key issues and process improvements.
- Process customer quotes and orders with 100% accuracy and within target response times
- Set up customer accounts correctly ensuring all information is gathered and reflected on testing accounts
- Identify and update contact details for key contacts in the CRM system
- Ensure all customer activities are recorded accurately on the CRM
Principal Accountabilities:
• Achievement of Key Performance Indicators; customer retention, revenue growth achieved, SLA targets are met, customer satisfaction is improving.
• Achievement of projected revenue sales targets.
• Ensure deadlines and targets are successfully achieved.
• All sales administration tasks are completed with 100% accurately within set SLAs
• Support the International team by answering queries, providing account information and forwarding potential leads
• Focusing on growing and developing existing clients, together with generating new business.
• Ensure all customer activities are recorded accurately on the CRM
• International travel may be required to support sales activities across the globe
Skills Required:
• Customer understanding and awareness
• Excellent communication skills (written and verbal)
• Excellent analytical and numerate skills
• Strong negotiating/influencing skills
• Ability to think creatively to solve problems
• Excellent organisational and time management skills
• High level of IT skills (Word, Excel, Outlook, PowerPoint, CRM systems, Financial systems)
Desirable
• Knowledge, understanding and articulation of educational assessments
• Able to quickly assimilate extensive product and market knowledge
• Working in an international context
• Experience of solution selling
