Retention Advisor Intern

1 week 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.
- A Renewals Advisor is responsible for maintaining revenue, customer retention and providing service excellence. To effectively provide service excellence, they would be required to collaborate across various lines of business for efficiency. The advisor would also need to ensure operational and revenue goals are met or exceeded, as set out in KPI’s

**Key Responsibilities**
- Ensure Business partner/ customer queries are responded to within the specified turnaround time via digital responses
- Deliver revenue performance and operational outcomes in line with budgetary expectations and performance KPI’s
- Build strong alliances with Business Partners to facilitate successful 90-dayplanning around linked renewals
- Establish strong collaboration with sales teams, providing regular insight on assigned customers and assisting to identify opportunities for incremental revenue
- Align, Influence, and manage across lines of business to drive business value and ensure prompt resolution of escalated issues.
- Develop and maintain strong professional relationships with customers and Business Partners to ensure customer satisfaction and retention
- Provide accurate and timely forecasting for monthly, quarterly, and annual performance, including risk and opportunity analysis
- Other duties as required from time to time (Customer nurture campaigns etc)
- Play an integral role in supporting the company’s cloud migration strategy
Experience required
- Experience in a Customer service or relationship management role with a desire to exceed customer expectations
- Highly Organised and with commitment to excellence
- Keen negotiation, Influencing and Problem-Solving Skills
- Target driven with an ability to be self-motivated to achieve and exceed targets under pressure
- Well organised with strong time management skills and ability to juggle multiple objectives according to prescribed procedures and processes
- Excellent English oral and written communication skills to assist in working with colleagues and delighting customers
- Ability to accept and perform new job responsibilities as needed
- Basic understanding of the Sage Product offerings

Technical/ professional qualifications:

- Basic Microsoft Office skills (Word, Excel, Power Point)
- Working knowledge of accounting and / or HR Software solutions
- University degree or equivalent
- Sage CRM processing an advantage

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