Assistant Account Manager London, England
Job description
Assistant Account Manager / Associate Retention Executive - Digital Theatre
Who are we?
Digital Theatre+ is used by over 4 million students in over 3000 schools, colleges and universities around the world. Currently unrivalled in the education market sector and with ongoing investment, we are growing our global team and operate with the spirit of a highly entrepreneurial scale up . We believe the arts are for everyone, not the few, and we want to bring live performance into every classroom and library, along with tools and content.
The EdTech industry is an expanding market and we are uniquely situated to help shape how educational institutions use technology to enhance a student’s learning experience in the digital age (both in the classroom and remotely). Digital Theatre operates a hybrid working model. Whilst you will have access to an office, you will have added flexibility to help you maintain a healthy work-life balance.
Who are you?
The Associate Retention Executive is a fast-paced, entry level role that makes a valuable contribution to the success of Digital Theatre. You will support the retention team’s activities while owning a segment of the customer portfolio, responsible for maximising your retention rates within this. You will be the expert on your customers, acting quickly to identify at-risk accounts and working to turn them around with support from your Retention Manager and the wider Customer Success Team. You will ensure that customers have a positive experience of renewing their subscription to Digital Theatre+.
You will get to:
- Renew customers on a daily basis, negotiating terms as necessary and ensuring all processes and documentation are accurately completed in a timely manner
- Regularly review data for your portfolio to ensure each customer is successful and that usage of the platform is high
- Make sure the contact details for institutions in your portfolio are correct and up to date
- Collect information on customers who have cancelled and work with your Retention Manager on strategies to win them back
- Understand the range of content available on DT+ and confidently communicate this with customers to influence their decision making
- Escalate contract amendments to your Retention Manager where needed
- Contribute to retention business reporting, by forecasting renewals vs cancellations in your portfolio
- Support the wider retention team with deal closing admin
- Write customer facing communications to improve renewal rates across the team
- Work closely with the wider Customer Success team on projects to improve the customer experience, increase usage, drive renewal and, ultimately, grow the business
You should apply if:
- You are an excellent communicator and a great team player who’s looking for a place to learn, grow and develop
- You always strive to give your customers a first rate experience and take pride in how you communicate with people
- You are someone that takes initiative and is motivated to get the job done!
- You thrive in a fast paced working environment, are super organised and great at managing a busy schedule
- You value working as part of a team whilst also feeling confident to work autonomously on your own segment of the customer portfolio
- You are customer centric and solutions orientated in your approach, you’re a keen problem solver who knows how to sell a vision
- You are adept at establishing and maintaining relationships with key stakeholders
- You have a passion for the arts and/or education, with a motivation to continually learn about our product and your customers
- You have experience supporting customers, ideally in the SaaS space
Additional Information
Not sure if you should apply?
Digital Theatre cares deeply about our customers and our employees alike. We provide a human approach, by carefully listening to their needs and reacting appropriately. We work collaboratively to ensure a positive working environment and underpin everything we do with the aim to make things more efficient and more enjoyable. We are innovative, forward-thinkers striving to build the perfect team and prioritising ongoing development and career growth.
Our benefits include 25 days holiday (plus public holidays and an additional day off on your birthday), 24/7 access to an EAP wellbeing platform and counselling, enhanced maternity/paternity leave and a social committee that runs an end of year retrospective as well as organising a variety of culture-building events and socials.
Equal Opportunities Employer:
Digital Theatre is an equal opportunities employer. We welcome your application and believe in diversity of experience and opinion. Applications will be considered without regard to education, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, colour, religion, disability, sexual orientation and beliefs. We celebrate multiple approaches and points of view and believe passionately that employing a diverse workforce is central to our growth and success, so we are building a culture where difference is valued.
