Accounting and Payroll Retention Advisor

19 hours ago


Johannesburg, South Africa Sage Full time

Advert

People make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them: people have helped us grow for more than thirty years, and people are driving our future as a great SaaS company. We're writing our next chapter. Be part of it

At Sage, we recognize that the world of work has rapidly shifted over the last few years, particularly how we work. That is why we have committed to working in a hybrid way going forward. Human connection is an essential ingredient of the 4 principles that make up our Flexible Human Work hybrid framework and we want to be transparent in what that looks like when you join our Sage family. On one hand, our offices will continue to play an important role in our future and serve as a place for spontaneous conversations, connection, collaboration as well as focused time. On the other hand, we have learned to reimagine where and when we work and to unlock that flexibility and innovation for our colleagues offering them the opportunity to work flex across their home, Sage offices or customer sites.

**Job Description**:
A retention advisor is responsible for managing all aspects of contract renewals for the segment in which they operate. As such their key responsibilities include ensuring

customer retention, customer migration and renewal plus migration revenue targets are met and exceeded on annual customers, through solid collaboration across internal lines of

business and, externally with customers and Sage Business Partners, via digital communication.

Key Responsibilities

Key accountabilities, activities, and decision ownership:

- Ensure customer queries are responded to ethically within the specified

turnaround time via digital responses
- Ensure that all revenue targets and retention rates are met and exceeded
- Maintain productivity targets including outbound and inbound calls reactively
- Champion migration from Sage 50 Desktop to Cloud by contacting customers

telephonically, to provide value selling and achieve revenue targets associated

with the project
- Champion migration from Sage 50 Perpetual to Advantage by contacting paid

customers telephonically, to provide value selling and achieve unit targets

associated with the project
- Ensure customer churn is documented and accurately reported monthly for

annual customers
- Comply with all internal administrative and data requirements.
- Drive sales appropriate campaigns into customer base to effectively increase

retention
- Maintain highest levels of service and customer satisfaction
- Ability to work collaboratively internally as well as across other lines to business

to ensure customers queries are responded to effectively and efficiently
- Take personal accountability to ensure product knowledge is up to date


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