Retention Advisor

3 days ago


Johannesburg, South Africa Sage Group PLC Full time

Job purpose: 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 and renewal 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 Business partner/ customer queries are responded to 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
- 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 Business partner/ customer base to effectively increase retention
- Maintain highest levels of service and Business partners 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

Qualifications required
- A completed 3 year National Diploma or Bachelors degree a minimum (NQF level 6)



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