Retention Adviser Payroll and Accounting

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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 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

Skills, know-how and experience:
Must have:

- 2 or more years’ 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
- Good understanding of the Sage Accounting and Sage Payroll product offerings

Preferred:

- Experience in selling, implementing, or supporting one or more Sage Solution Extensive understanding of internal systems
- Sales experience (0 - 3 years) with a great sales track record

Technical / professional qualifications:

- Basic Microsoft Office skills (Word, Excel, Power Point)
- Working knowledge of Accounting and / or HR Software solutions