Retention Advisor

2 days ago

Johannesburg, Gauteng, South Africa Sage Full time R400 000 - R800 000 per year

Job Description
The Renewals Advisor plays a critical role in driving revenue retention, strengthening customer loyalty, and delivering exceptional service at every touchpoint. This role requires seamless collaboration across multiple business functions to ensure operational excellence and to consistently achieve—if not exceed—key performance metrics. The Renewals Advisor is a proactive, customer-centric professional who takes ownership of both outcomes and experience.

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

  • Deliver clear, accurate, and professional communication across all channels—including phone and email—ensuring all interactions are appropriately documented.
  • Manage all incidents, escalations, and call requirements with precision and within the specified KPI timelines.
  • Process payments and invoices daily, ensuring accuracy and efficiency.
  • Achieve strategic retention goals by consistently meeting 100% of the monthly target, with a minimum of 80% secured before each invoice due date.
  • Accurately capture and update all cancellation categories in line with departmental guidelines.
  • Adhere to internal administrative and data management requirements, including processing downgrade forms, handling re-invoice requests, and ensuring timely contract acceptance.
  • Support annual channel renewals and contribute to achieving targeted retention rates.
  • Share relevant product updates and developments with customers, identifying and forwarding potential leads to the correct teams.
  • Promote and drive customer adoption of our subscription-based software offerings to support long-term value and business continuity.

Must-Have Skills & Experience

  • Demonstrated ability to build strong, trust-based relationships with both internal teams and external customers.
  • A strong sense of ownership, urgency, and accountability in meeting retention and revenue targets.
  • Exceptional verbal and written communication skills, with the ability to convey information clearly and professionally.
  • Resilience under pressure, with a solutions-driven mindset and the ability to navigate complex customer situations.
  • Strong analytical capabilities to interpret customer data, identify trends, and guide retention strategies.
  • Minimum of 3 years' experience in customer retention, account management, or customer success.
  • Advanced proficiency in CRM platforms and contract management systems.
  • Adaptability and comfort in a dynamic, fast-paced environment.
  • High emotional intelligence—empathy, patience, and professionalism when supporting customers.
  • A proactive commitment to staying informed about product enhancements and industry developments.

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