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Client Off-boarding and Retentions Manager: SMB

ANS Group

Client Off-boarding and Retentions Manager: SMB

Salary Not Specified

ANS Group, City Centre, Manchester

  • Full time
  • Permanent
  • Onsite working

Posted 2 weeks ago, 15 May | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 4724f331eb494e5e86d9725f0f75f9d4

Full Job Description

  • The process of clients cancelling and offboarding clients in the SMB department, ensuring communication and billing are all taken care of. We want to ensure that any clients offboarding have a seamless experience when it comes to communication and invoicing.

  • Where possible, the Retentions Manager will support in saving clients. This will be through conversations with clients directly, or through facilitating meetings with the relevant people internally to help support these conversations. This process will be mapped out so there is always a clear path of escalation for every cancellation.

  • Collection of data; this person will be responsible for accurately recording the reasons why clients are cancelling through exit interviews with clients, and also analysing account notes.


    • The Retentions Manager will meet regularly with Senior leadership to present stats and data relating to the cancellations process. This will include analysis of why clients are leaving, what ANS can focus on to reduce churn, and if any improvements to any processes internally could also support with this goal.

    What will I be doing?
  • Managing cancellations from a contract perspective

  • Trying to save clients where possible.

  • Understanding the reasons clients are wanting to cancel and collecting this data using internal systems and through exit interviews.

  • Ensuring this data is fed into the right channels, so we can support with continuous improvement.

    We are looking for a candidate who is passionate about customer service.

  • This person will be organised and diligent when it comes to managing contract offboarding.

  • This person should be confident working with managers and senior leaders to support change where needed.

  • We are looking for someone who is determined and takes high levels of ownership.

  • Most importantly, the right person for this role will be confident in speaking directly to clients, sometimes having difficult conversations. They will be able to demonstrate high levels of empathy and have the ability to build rapport quickly and with ease.

  • The right candidate will be comfortable speaking to stakeholders both within ANS and within a client account, right up to C suite level.


    • What is needed to do the role?

    We are looking for candidates with the right attitude and experience over certifications. However, anyone who has previously worked in a customer facing role within a service environment, would have relevant experience needed for this role.

    At ANS, we've created a place where everyone can be themselves, and we empower our people to get the job done. Openness, ambition, honesty, and passion are what drive us every day. We are bold, courageous, and innovative - and we do it like no other. We invest in our people. In training, development, health and more - we give you the benefits and flexibility to maintain a happy work-life balance.

    We're proud of the inclusive, fun, dynamic environment we've created. It's a safe space that works for all. You don't have to be a techie to work in tech. Bring your authentic self and find your dream role here. Find out more at LinkedIn pages.

    What's in it for you?

    With fantastic benefits, an inclusive culture, and a cool office space, we're your kind of workplace.

    Company benefits
  • As standard: 25 days' holiday, plus you can buy up to 5 more days

  • A little extra: we'll give you your birthday off, and an extra celebration day for whatever you want! Tying the knot? You get 5 days' additional holiday in the year you get married. Oh, and 5 volunteer days!

  • Private health insurance

  • Pension contribution match and 4 x life assurance

  • Flexible working and work from anywhere for up to 30 days per year (some exceptions)

  • Maternity: 16 weeks' full pay, Paternity: 3 weeks' full pay, Adoption: 16 weeks' full pay

  • Company social events - get ready for a jam-packed calendar

  • Electric car scheme

  • 12 days of personal growth development time