Retention Advisor - Accounting & Payroll at Sage

Job Description    
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