Job Openings at Sage

Job Description 

• Upsell & Migrations and generate opportunities to achieve the Sales Quota

Key Responsibilities 1. Sourcing prospects from customer base.

• Building of pipeline and outbound telesales.
• Adding prospects and managing/maintaining all data in CRM & Salesforce
• Adding leads to CRM & Salesforce and assisting with information gathering as needed.
• Identify customer needs and requirements with a phone call first approach.
• Following up on old opportunities to re-activate again and build pipeline
• Working as one team to achieve monthly quotas.
• Provide accurate forecasting
• Cloud offering to a customer including migrations to SBCPP, Infoslips and upsell over the phone.
• Online discussions and demos.
• Accurate quoting and discussions with customers.
• Daily/monthly outbound call quota
• Follow up / Call back campaigns
• Maintain CRM & Salesforce customer information. Confirm/update detail when interacting with customer of the phone
• Develop positive internal working relationships with different departments / segments as well as sales representatives.

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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

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Job Description 

• To engage with our customers. To (first) analyse and interpret the context of their query(s) and (second) provide direction on how their query will be resolved. Investigating each application or environment query for validation of an issue, a problem, or needing clarification, or to escalate for a data investigation. Helping our customers define the context of the issue, then narrow down the cause by continuously analysing the information available, and to find and analyse solutions (options). Making decisions on how the query should be resolved with minimal impact to the live customer processing environment

Key Responsibilities 1.Ensuring that you have a good understanding of clients’ requirements

• Consider the benefits and impacts of the solutions you provide prior to implementation of the solution.
• Accurately log events of each customer query on our internal CRM.
• Obtain confirmation from the client’s on whether their needs or query that has been resolved.
• Manage your logged in, on hold, unavailability and call time measurements within specified benchmarks to maintain/optimise team capacity.
• Encourage our customers to complete your after call survey.
• Convert issue and query trends into knowledge articles.
• Grow your product knowledge.
• Grow your customer service engagement with our customers.
• Follow internal policies and deliver customer service according to Sage core values.
• Be the first point of contact for our customers.