Renewal Lead

2 weeks ago

New Delhi, India Ishan Technologies Full time

Job Title: Renewal Manager Department:Sales / Customer Retention Location:Surat Reports To:Sales Head / Regional Manager Sal: 5-5.5Lacs Job Purpose: The Renewal Manager is responsible for managing the broadband renewal process, ensuring timely renewals, maximizing customer retention, reducing churn, and achieving renewal revenue targets. The role involves leading a renewal team, monitoring performance, and maintaining strong customer relationships to enhance overall satisfaction and loyalty.Key Responsibilities: Lead and manage theRenewal Team (Executives / Telecallers)to achieve monthly renewal targets. Develop and execute strategies toimprove customer retention and reduce disconnections . Monitordaily, weekly, and monthly renewal reportsand track team performance. Identify and address customer concerns promptly toimprove service satisfaction . Coordinate with theTechnical and Customer Support teamsto ensure timely service restoration and issue resolution for renewal customers. Maintain accurate records ofcustomer renewals, pending renewals, and follow-up actions . Analyze customer feedback, payment patterns, and reasons for non-renewal to plan corrective actions. Drivecross-selling and up-sellingof higher broadband plans or add-on services. Prepare and share renewal performance reports with management on a regular basis. Train and mentor team members to enhance their communication and negotiation skills.Key Performance Indicators (KPIs): Renewal Rate (%) Customer Retention Rate Revenue Achievement vs. Target Reduction in Customer Churn Timely Closure of Customer IssuesRequired Skills & Competencies: Strong leadership and team management skills Excellent communication and negotiation ability Customer-centric approach and problem-solving mindset Data analysis and reporting skills (MS Excel, CRM tools) Ability to handle pressure and meet deadlinesQualification & Experience: Education:Graduate in any discipline (MBA preferred) Experience:3–6 years in Customer Retention / Renewal / Sales in Telecom or ISP industry Technical Knowledge:Understanding of broadband plans, renewal processes, and CRM systems

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