Account Manager

The Sage Group plc; Gloucester; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Pension

Annual leave 25 days

Bank holidays

Volunteer days

Income protection

Health insurance

Hybrid working

Mental wellbeing app

Work away scheme

Training & development

Job summary

The Sage Group plc is seeking an Account Manager for its Retail Customer Success Team in the UK. The role focuses on managing upsell and renewals for allocated accounts, building quotations, negotiations, and closing opportunities while handling customer queries via email, phone, and conferences.

Hybrid work arrangement with 3 days in the Bristol office. You will maintain CRM records, manage renewals from quote to invoice, upgrade and upsell activities, and collaborate with Technical Account

Qualifications

• Must have: Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption and retention.
• Excellent communication skills, verbal and written, and highly organized.
• Experience negotiating software contracts.
• Experience managing customer accounts in SaaS environments.
• Experience with Salesforce CRM software.
• Understanding of challenges a multi-channel retail business and how technology can solve them.
• Ability to drive continuous value of a cloud and/or ERP solution.
• Familiarity working with clients of all sizes.

Responsibilities

• Build quotations, negotiate and close opportunities.
• Handle customer queries via email, phone, and online conferences.
• Maintain accurate CRM records and manage renewals pipeline.
• Process renewals, upgrades and upsell sales in CRM and billing systems.
• Identify high-risk customers and develop retention plans.
• Collaborate with Technical Account Managers for account reviews.
• Aim to achieve and exceed monthly and quarterly targets.
• Maintain strong customer relationships and timely communications.

Skills

Customer Success

SaaS

Salesforce CRM

Negotiation

Renewals

Upsell

Account management

Communication skills

Tools

Salesforce CRM

Job description

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. Hybrid 3 days in office- Bristol, 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.
Must have: 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 Video:

• 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