Renewals Representative

Company Description

Nearmap is unique. A global technology company with incredible people; a market-leader with energy and spirit. Nearmap was named as one of the world’s 10 Most Innovative Companies of 2020 by Fast Company magazine - and we’re growing.

If you join us on this exciting journey, you’ll love our inclusive values and share our ambition to become the source of truth that helps shape decisions for the liveable world.

**What we do**
We provide easy, instant access to high-resolution aerial imagery, city-scale 3D content, AI datasets and integrated geospatial tools, with wide-scale coverage across the USA, Canada, Australia and New Zealand. At the core of it, we’re a location content company, a visual analytics company, and a software as a service company. Innovation is weaved into our DNA.

**Job Description**:
The Renewals Representative is responsible for delighting our small/medium business (SMB) customers, understanding their needs and delivering the right engagement for the right customer at the right time. You will be a powerful advocate that ensures a high level of customer satisfaction and loyalty while driving customer retention.

You will be responsible for managing a large portfolio of SMB customers, identifying churn risks, managing a smooth renewal process for our customers and identifying growth opportunities. You will develop expertise in Nearmap products and services, from both a technical and business domain perspective, to provide support and advice to our SMB customers. Customer retention and portfolio growth are your main objectives. You will also act as the voice of the customer internally at Nearmap, providing feedback and insights on how Nearmap can better serve our customers.
- Providing customer service and support to SMB clients.
- Ensuring and performing smooth subscription renewals with SMB accounts.
- Keeping critical account intelligence information up-do-date in our CRM Salesforce.
- Closing the feedback loop with SMB customers (based on Satisfaction and Net Promoter Score surveys).
- Be a trusted and knowledgeable advisor to our SMB customers.
- Driving customer success at scale in the SMB portfolio through initial on-boarding, product adoption, and retention initiatives to maximise customer investment and optimise customer lifetime value.
- Increasing customer satisfaction and retention by understanding customers’ needs and flagging and mitigating churn risk.
- Collaborating cross-functionally to solve customer issues as the basis for customer retention and growth.
- Ensuring high level of customer satisfaction across SMB client accounts and nurture customers for advocacy.
- Identifying growth opportunities within SMB portfolio to assign to the Account Manager.

**Qualifications**:

- Experience working with B2B audiences, preferably with a technology company.
- Knowledge in a customer success or account management role in a high-tech company or SaaS environment.
- Experience with escalation management working with Sales and Support.
- Developing and executing customer centric strategies and plans on assigned accounts to maximise the customer value from technology solutions.
- Excellent interpersonal skills with the ability to articulate verbally and in written form with customers and internal stakeholders.
- Strong communication and negotiation skills.
- Ability to prioritise effectively and conduct data-driven decision making.
- Strong commercial acumen, proven ability to build and maintain relationships.
- Salesforce competent and Microsoft office skills
- Excellent program management skills, with a unique blend of creative problem solving, business acumen, and analytical aptitude.
- Ability to work autonomously and take initiative.

Additional Information
**Some of our benefits**
Nearmap takes a holistic approach to our employees’ emotional, physical and financial wellness. Our current benefits include access to the Nearmap employee share scheme, short and long-term financial incentives, flexible working options, paid volunteer days, gym and phone rebates, and lots of development opportunities including hack-a-thons and pitch-fests.

**Working at Nearmap**
We move fast and work smart; often wearing multiple hats. We adapted to remote working with ease and are continually looking at ways to improve. We’re proud of our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves.

If you can see yourself working at Nearmap and feel you have the right level of experience, we invite you to get in touch.

Watch our culture video below to find out more about what a day in the life at Nearmap looks like.