UK Renewals Manager Ekco UK – Milton Keynes, Holborn – London

The Role

The key responsibilities of this role will be to ensure the smooth and timely renewal of Ekco’s top 100+ customer contracts, working closely with account management, technical pre‑sales teams, and customers.

In conjunction with the renewals co‑ordinator, manage the timely renewal of all customer required hardware maintenance and software renewals.

Day‑to‑day at Ekco

Renewals Process and Pipeline Management

• In line with the Renewals Playbook, govern the renewals management process within Ekco, ensuring clean and clear process management.
• Manage the pipeline of short‑ and long‑term renewals for top 100+ customers in Ekco, ensuring a seamless renewal process.
• Maintain accurate forecasting of renewal status, timelines, and associated revenue.
• Track and report on renewal milestones, identifying at‑risk accounts and working proactively to secure contracts.

Collaboration with Account Management

• Work closely with the account management team to ensure customer satisfaction and a smooth transition through the renewal process.
• Provide account managers with insights on renewal opportunities, helping to identify upsell or cross‑sell potential.
• Own, with support, the account management team preparing renewal proposals that meet customer needs and align with business objectives.

Technical Pre‑Sales and Specialist Collaboration

• Partner with the technical pre‑sales team to ensure early engagement and an accurate understanding of the current landscape.
• Ensure technical solutions are aligned with the customer’s evolving needs, coordinating technical input where necessary to facilitate renewals.
• Leverage the expertise of the pre‑sales and specialist teams to develop renewal strategies for complex or custom requirements.

Contract Negotiation

• Negotiate renewal terms, pricing, and SLAs with customers to ensure both profitability and high levels of customer satisfaction.
• Identify and mitigate risks in contract renewals, managing customer expectations and ensuring compliance.
• Work with legal to ensure contracts are accurate, up‑to‑date, and reflect the agreed terms.

Customer Communication and Engagement

• Work hand in glove with the account management teams regarding upcoming renewals, addressing any concerns or questions customers may have.
• Proactively engage with customers to ensure they are satisfied with their current services and aware of new offerings that could enhance their future requirements.
• Conduct regular review meetings with the account team including customers to understand their changing business needs and future requirements.

Revenue and Business Growth

• Drive revenue growth through the successful renewal of existing contracts, minimising revenue and margin erosion in combination with identification of upsell and cross‑sell opportunities.
• Support the business in achieving renewal target retention rates of 85%, minimising churn (hard and soft), and maximising revenue and customer retention.
• Contribute to the development of renewal strategies to improve renewal rates and increase customer lifetime value.

Reporting and Analytics

• Provide regular updates and reports on renewal status, forecasting, and performance against targets.
• Work with Revenue Operations Management to analyse renewal data to identify trends, opportunities, and potential areas for process improvement.
• Work with Revenue Operations Management to track key performance indicators (KPIs) such as renewal rates, contract value, and customer satisfaction.

Process Improvement and Best Practices

• Continuously refine and optimise the renewal process / playbook to increase efficiency and customer satisfaction.
• Govern best practices for renewal management, ensuring all teams are aligned and informed throughout the process.
• Implement feedback from customers and internal stakeholders to enhance the renewal experience.

What we are looking for

Required Skills and Attributes

• Experience in contract management, renewals, or service delivery within a Managed Service Provider (MSP) environment.
• Strong understanding of managed service contracts, SLAs, and IT service management.
• Excellent negotiation, communication, and relationship‑building skills.
• Ability to manage multiple projects and deadlines simultaneously.
• Proficiency in CRM.

Key Behaviours

• Building relationships – Internal and external
• Developing account‑based sales strategies in line with company ambitions
• Continuous learning and development approach
• Proactively managing all aspects of the sales / renewals cycle to deliver profitable business
• C‑Level customer interaction and relationship development
• Consistent management of monthly/quarterly forecast and pipeline
• Customer centric approach
• Cross‑functional collaboration and communication within a multi‑business environment.

Performance Output

• Achieve/Exceed renewals targets.
• Performance against sales aligned personal KPIs.
• Collaboration & engagement with Specialist & Presales functions.
• Proficient use of company CRM to manage all elements of sales responsibilities.
• Internal and external stakeholder feedback.
• Demonstration of company behaviours.

Benefits / Perks

• ☀️ Time Off: 25 days annual leave + public holidays
• Birthday Leave: One extra day off to celebrate
• Company Pension Scheme
• Employee Assistance Programme (EAP) for wellbeing support
• ♀️ EkcOlympics: Global team activity challenges
• Unlimited access to Pluralsight for continuous development
• Real opportunities to grow, including international progression

Our Core Values

• On It: We take ownership, follow through, and get things done.
• All In: We collaborate, support each other, and commit fully to shared goals.
• Connected: We build trusted relationships with colleagues, clients, and partners.
• Hungry to Grow: We stay curious, keep learning, and push ourselves to the next level.

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