Account Manager

Sage; West of England; Hybrid; GBP 40,000 - 56,000; Full time

Benefits offered by this job

Generous pension scheme

25 days annual leave

8 bank holidays

Volunteer days (Sage Foundation)

50% income protection

Hybrid working

Training and development

Work away scheme (up to 10 weeks)

Job summary

Sage is seeking an Account Manager to join the Retail Customer Success Team in the United Kingdom. The role focuses on upsell and renewals for allocated accounts, including contract management, quotations, negotiations, and maintaining CRM records.

The position is hybrid with 3 days in the Bristol office. You will handle renewals and upgrades in Salesforce, manage customer inquiries, and contribute to achieving monthly and quarterly targets while collaborating with Technical Account Managers.

Qualifications

• Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption and retention.
• Excellent verbal and written communication skills and highly organized.
• Experience negotiating software contracts.
• Experience managing customer accounts in SaaS.
• Experience with Salesforce CRM software.
• Understanding of multi-channel retail challenges and how technology can solve.

Responsibilities

• Process renewals in CRM from quote to invoice and collect payments.
• Process upgrades and upsell in CRM from quote to invoice.
• Identify high risk customers and plan retention actions.
• Work to meet and exceed monthly and quarterly targets.
• Maintain customer relations and respond to emails and calls promptly.
• Coordinate account reviews with Technical Account Managers.
• Prepare quotations and negotiate pricing for renewals.

Skills

Customer Success

Communication

Sales negotiations

SaaS experience

Salesforce CRM

Account management

Retention & upsell

Multi-channel retail understanding

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

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.

Skills,

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: https://www.youtube.com/watch?v=TCMtTYUUiuU

• 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

#LI-VK1

Sales

United Kingdom

Bristol

Hybrid

Working at Sage means you’re supporting millions of small and mid-sized businesses globally with technology to work smarter and move faster. We build software that reduces busywork so customers can spend less time on admin and more time building their business.

Our colleagues are high-performers who prioritise growth, make bold choices, and focus and galvanise to get things done. They work on meaningful, market-shaping initiatives that stretch their skills, sharpen their craft, and create real customer impact.

Explore our culture and benefits: sage.com/careers/working-at-sage

We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. We’re a Disability Confident employer — if you’re applying through this scheme or need adjustments at any stage, contact [e-mail] .

Equal Employment Opportunity (EEO)

Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities.

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.