Renewal Representative

Job Description

The Renewal Representative is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to support them to understand how to fully utilise their product and services they have with Sage. This will be achieved through a consultative approach based on the needs of the customer and aspirations for their business coupled with a customer centric approach with the end goal of maximising the value of products and services selected.

Key accountabilities and decision ownership:

• Be accountable for driving high usage of Products and services within customer base through the execution of an Adoption Plan utilising customer telemetry data to proactively intervene and manage the churn risk.
• Drive renewal rates and customer retention by delivering value to our customers which helps our customers drive their business forward
• Gain an understanding of clients’ pain points and deliver responsive solutions and support.
• Maintain a high level of product knowledge so you can confidently demonstrate & make recommendations from Sage’s product portfolio.
• To orchestrate the resolution of customer code red incidents as appropriate, working with internal stakeholders to drive positive sustainable outcomes
• To be the voice of the customer, providing actionable feedback to internal teams on measures that need to be taken to help make our customers
  
  
  
  
  
  

successful e.g. proposition, product, service, sales etc.

• Support and enhance the interlock with relevant departments and colleagues e.g. Customer Service, PMM, Product, Marketing, Direct Sales, Loyalty and
  
  
  
  
  
  

Sales Operations.

• Keep fully up to date with Industry changes that affect both our customers and Sage product portfolio
  
  
  
  
  
  

Support our Sales teams with opportunities using your product knowledge







Skills, know-how and experience:

Must have:

• Excellent customer service skills with a strong desire to improve the quality of our customers experience
• Strong skills as an influencer, communicator, relationship builder and networker demonstrated through ability to engage key decision makers
• Action oriented with the ability to take the initiative, spotting and seizing on opportunities
• Drives KPIs through goal setting, maintaining high standards and meeting key deadlines.
• Follows through on commitments showing consistency between words and actions
• Adaptability and able to differ approach depending on the situation
• Ability to map the customer’s business processes to product capability.
• Demonstrates resilience, maintaining a positive attitude whilst navigating difficult obstacles.
• The ability to analyse data into meaningful actions/outcomes and opportunities
• Takes action to keep product knowledge and skills up to date
• An interest in emerging technologies and products
• Sound understanding of the Accounting, Payroll and HR Industry
• Proficient in Microsoft Office including Word, Outlook, and Excel
  
  
  
  
  
  
  
  

Your benefits

• Competitive base salary and commission structure
• Comprehensive health, dental and vision coverage
• Work away scheme for up to 10 weeks a year
• On-going training and professional development
• Paid 5 days yearly to volunteer through our Sage Foundation
• Flexible work patterns and hybrid working
  
  
  
  
  
  

Hybrid (3 days (office) 2 days (home))

what to do next

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