Retention Advisor - Payroll at Sage

Job Description

•  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 all communication with the client, whether telephonic or via email is correct, professional and captured on the system when necessary
• Accurately manage all incidents/ escalations and call requirements as per the stipulated timelines outlines in the KPI’s
• Ensure all payments and invoices are processed daily
• Ensure strategic retention rates are achieved (Evolution – 95%, Partner – 91%, Xpress – 86%) by reaching a minimum of 100% of target. 80% of target is to be realised before the due date stipulated on invoices
• Ensure that all cancellation categories are correctly captured and updated as per the departmental guidelines
• Comply with all internal administrative and data requirements. This includes ensuring downgrade forms are correctly submitted, re-invoice requests are handled, and contracts are accepted
• Assist with the annual channel renewal and achieve the specified retention rates
• Communicate product information and developments to customers and provide any leads to the relevant department
• Encourage all customers to migrate to a subscription-based software offering