Account Manager

Prior experience in Customer Success OR equivalent history of increasing customer satisfaction, adoption, and retention.

Excellent communication skills, both verbal and written and highly organized.

Experience negotiating software contracts.

Experience managing customer accounts in ‘software as a service’ (SaaS).

Experience with Salesforce CRM software.

Understanding of the challenges a multi-channel retail business faces and how technology can solve.

Ability to drive continuous value of a cloud and/or ERP solution.

Familiarity working with clients of all sizes

At Sage, we offer you an environment where you can grow professionally without compromising your personal well-being. Our benefits package is designed to provide stability, flexibility, and balance:

Benefits? We have plenty...

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• Generous bonuses and pension scheme: Up to 8% matched pension contribution plus 2% top-up by Sage.

• 25 days of paid annual leave with the option to buy up to another 5 days

• 8 bank holiday days

• Paid 5 days yearly to volunteer through our Sage Foundation

• 50% income protection

• Holiday buy + sell

• Comprehensive health, dental, and vision coverage

• Work away scheme for up to 10 weeks a year

• Ongoing training and professional development

• Hybrid working

• Healthy Mind app membership

• Access to various helpful memberships for finances, health and wellbeing

We are looking for a highly organised, diligent, and adaptable Account Manager to join our Retail Customer Success Team. The purpose of the Account Manager role is to successfully manage upsell and renewals for their allocated accounts. An Account Manager’s duties are split across several key roles: relationship management, upsell and contract management, including contract renewals. Key tasks include building quotations, negotiations and closing opportunities. The role will also include the handling of all customer-related queries via email, phone, and online conferences. An Account Manager will also maintain accurate CRM records.

Key accountabilities and decision ownership

Processing customer renewals in the internal CRM and billing systems from quote to invoice and payment collection.

Processing customer upgrades and upsell sales in the internal CRM and billing systems from quote to invoice.

Identifying high risk customers and working on plans to retain these customers.

Working to achieve and exceed monthly and quarterly team targets.

Maintaining good customer relations.

Work with Technical Account Managers to arrange Account reviews.

Answering customers phone queries.

Producing timely reports.

Maintaining customer CRM records.

Managing the customer communications and making sure all emails are responded in a timely manner.

Call on assigned client accounts for renewals and pricing negotiations.

Interact and build relationships with clients.

Qualify your account base to identify opportunities to maximize uplift.

Manage renewals pipeline with Salesforce CRM to ensure activity levels position you for success.

Complete sales training classes on a regular basis. We are learners and we can always improve to be even more effective.

Hybrid 3 days in office- Bristol