Membership Account Manager

Job Details

Job description
About The National College (TNC)

At TNC, we empower customer workforce’s to transform children’s lives. Our all-in-one platform helps schools, trusts, and nurseries stay compliant, raise standards, and reduce staff workload — all through intuitive, powerful software.

If educators need it, we build it.

We’ve created a unique platform combining the world’s largest CPD and policy library with custom-built tools — developed in collaboration with thousands of schools and over 1,000 education experts.

The Role

The Membership Account Manager will be responsible for managing a portfolio of key accounts, building strong customer relationships and driving long-term retention. The role will focus on reducing customer churn, resolving escalations effectively, and leading renewal and cancellation conversations to deliver positive outcomes for both customers and The National College.
Job responsibilities

Manage a portfolio of allocated Key Account customers, driving retention, renewals, cross-sell, upsell and referrals to achieve individual and company KPIs and increase customer advocacy
Proactively manage the renewal and cancellation process, identifying opportunities to retain customers and strengthen long-term relationships
Act as the primary point of contact for allocated accounts, including managing customer complaints and escalations, working closely with the Head of International, Independent and Key Accounts to facilitate timely and effective resolutions
Provide clear, effective and timely communication to customers regarding queries, invoicing issues, renewal discussions and cancellation requests
Build and maintain strong relationships with Key Account customer teams, developing a thorough understanding of their needs, challenges and feedback, and sharing key insights with the Manager, Key Accounts
Accurately forecast renewals and retention, providing regular and reliable reporting to the Head of Department
Ensure all company systems and customer records are kept accurate and up to date, with all relevant customer conversations, actions and outcomes logged and documented
Act as a customer advocate within The National College, representing customer needs and feedback to help drive improvements to our products and services
Work closely with the Director of Customer Success to champion and support positive change
Keep up to date with changes to products, processes and company policies, maintaining a strong understanding of the education market and remaining commercially aware

Job requirements

Experience working within a renewals, retention, account management or similar customer-focused team
Strong understanding of customer renewal processes, with the ability to identify opportunities to retain and grow customer relationships
Excellent communication and interpersonal skills, with the ability to build strong relationships, influence stakeholders and manage challenging conversations effectively
Results-oriented, with a proven track record of meeting or exceeding renewal and retention targets
Proactive and solutions-focused, with the ability to identify potential issues early and take action before they escalate
Experience using CRM systems to manage customer relationships and track renewals; experience with HubSpot is desirable
Highly organised, with the ability to manage multiple priorities and maintain accuracy in a fast-paced, dynamic environment
Experience within the education or EdTech sector is desirable but not essential

Job benefits
At TNC, we’re passionate about helping organisations grow and thrive through knowledge and connection. You’ll be part of a company that values people, encourages personal development, and celebrates success. You’ll work with people who value collaboration, innovation, and high standards.

You’ll also be able to benefit from:

Life Assurance
Enhanced Maternity, Paternity, Shared Parental and Adoption Pay
24/7 Online GP
Mental Health & Wellbeing support
Charity Day
25 Days holiday, rising to 30 days with service
Professional Study Support
Plus more