Retention Advisor

Job Description

The Renewals Advisor plays a vital role in driving revenue retention, strengthening customer loyalty, and delivering exceptional service. This role requires a proactive, customer-centric professional who can collaborate seamlessly across multiple business units to ensure operational excellence. The Renewals Advisor is responsible for meeting—and exceeding—revenue and retention targets while consistently upholding Sage’s service standards.

Location - 3 days per week out of our Johannesburg office.

Key Responsibilities
- Manage incidents, escalations, and customer requests in line with KPI timelines, ensuring swift and effective resolution.
- Process payments and invoices daily with precision and attention to detail.
- Achieve strategic retention targets by securing a minimum of 100% of goal, ensuring at least 80% is achieved before the invoice due date.
- Accurately record and update all cancellation categories in accordance with departmental guidelines.
- Comply with all administrative, data management, and contractual processes—including submission of downgrade forms, re-invoice requests, and contract acceptance.
- Support the annual channel renewal cycle and contribute to achieving targeted retention outcomes.
- Share product updates, enhancements, and insights with customers while identifying and passing qualified leads to the appropriate teams.
- Promote customer migration to subscription-based solutions, highlighting value and long-term benefits.

Must-Have Skills & Experience
- Proven ability to establish and maintain strong professional relationships with both internal teams and external customers.
- A strong sense of ownership, urgency, and accountability in delivering against retention and revenue objectives.
- Excellent written and verbal communication skills with a polished, customer-first approach.
- Ability to perform under pressure while maintaining a calm, solution-driven mindset.
- Strong analytical skills with the ability to interpret customer behaviours and identify actionable trends.
- 3+ years’ experience in customer retention, account management, or customer success roles.
- High proficiency in CRM platforms and contract management systems.
- Adaptability and agility in a fast-paced, evolving environment.
- High emotional intelligence—demonstrated through empathy, patience, and professionalism in customer engagements.
- A passion for continuous learning, staying informed on product updates and industry developments.

Company Benefits
- Work away scheme for up to 10 weeks a year
- Life Insurance: 2x annual salary covered with the option to flex up cover at own cost up to a maximum of 6X annual salary.
- Income Protection: 75% of the monthly risk salary is paid to the colleague in the event of long-term sickness, provided they are unable to perform their duties.
- Critical Illness cover: Provides colleague with lump sum payment at critical illness diagnosis.
- Funeral Assistance: A benefit payable upon the death of a colleague's spouse or children, or to a colleague's dependents in the event of the colleague's death.
- Provident fund: a retirement fund where colleagues have an option to increase contributions of 5% minimum to a maximum of 15% in 2.5% increments.
- Medical aid subsidy: Discovery and Bonitas are offered on selected plans, colleagues receive R2,400 pm.
- Sage Academy leave: On-going training and professional development + 5 paid days per year to engage in learning opportunities.
- 15 days annual leave for fixed term colleagues and 20 annual leave days for permanent colleagues. The annual leave entitlement for permanent colleagues will increases with seniority. 30 days sick leave in a 3 year cycle, 6 days of Family responsibility leave and Religious leave combined, and 5 or 10 days of sports leave based on representation.
- Paid 5 days yearly to volunteer through our Sage Foundation.
- Employee Assistance Program: free, 24/7 short-term counseling, practical support and coaching for you and your family.
- Flexible work patterns and hybrid working

LI-ML1

Function

Sales

Country

South Africa

Office Location

Johannesburg

Work Place type

Hybrid

Advert

Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.

Our colleagues are the best of the best. It’s why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.