Customer Retention and Renewal Advisor- 6 Months

2 months ago

Pretoria, South Africa Sage Full time

Are you passionate about driving customer retention and fostering strong partnerships? We’re looking for a dedicated professional to lead contract renewal processes for our medium business segment. In this role, you’ll ensure customer satisfaction, exceed renewal revenue targets, and support the success of Sage’s cloud migration strategy.

**Key Responsibilities**

Drive Customer Retention: Achieve and exceed renewal revenue targets for annual contracts by fostering collaborative relationships with customers, Sage Business Partners, and internal teams.
Support Strategic Projects: Assist with initiatives like the ALF and Subscription projects, ensuring seamless bulk billing processes.
Efficient Query Management: Respond promptly to Business Partner and customer queries within specified turnaround times, primarily via digital channels.
Revenue and Operational Excellence: Deliver revenue performance and operational outcomes aligned with budgetary expectations and KPI metrics.
Partner Engagement: Build strong alliances with Business Partners to support 90-day planning for linked renewals.
Sales Collaboration: Partner with sales teams to share insights on assigned customers and identify incremental revenue opportunities.
Cross-Functional Leadership: Align and influence across business units to resolve escalated issues promptly and drive business value.
Professional Relationship Building: Develop and maintain robust relationships with customers and Business Partners to ensure satisfaction and long-term retention.
Forecasting and Analysis: Provide accurate and timely forecasting for monthly, quarterly, and annual performance, including risk and opportunity assessments.
Additional Contributions: Support initiatives like customer nurture campaigns and other duties as required.

Skills, Know-How, and Experience
Must-Have
Proven experience in customer service or relationship management roles, with a strong desire to exceed customer expectations.
Highly organized with a commitment to excellence and attention to detail.
Strong negotiation, influencing, and problem-solving abilities.
Results-oriented, self-motivated, and capable of achieving and exceeding targets under pressure.
Excellent time management skills, with the ability to manage multiple priorities effectively while adhering to established processes and procedures.
Exceptional English oral and written communication skills, ensuring positive interactions with colleagues and customers.
Adaptability and a willingness to take on new responsibilities as needed.
Basic understanding of Sage product offerings.

Technical/Professional Qualifications:
Familiarity with accounting and/or HR software solutions.
Experience with Sage CRM processing is a strong advantage.
A university degree or equivalent qualification.

This role is your chance to make a meaningful impact by ensuring customer success, strengthening partnerships, and supporting key company strategies. Join us in achieving exceptional outcomes for our customers and Sage Business Partners.

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