Account Manager

Sage; West of England; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Generous bonuses

Pension scheme

Hybrid working

Health coverage

Volunteer days

Training & development

Work away scheme 10 weeks

Wellbeing resources

Job summary

Sage is seeking a highly organised Account Manager to join the Retail Customer Success Team in Bristol. You will manage upsell and renewals, handle customer queries, and maintain accurate CRM records across email, phone, and online conferences.

Hybrid role with three days in the office, offering competitive bonuses and a comprehensive benefits package designed to support professional growth and personal wellbeing.

Qualifications

• Experience in Customer Success or equivalent, with proven retention impact.
• Excellent verbal and written communication, highly organised.
• Experience negotiating software contracts and renewals.
• Experience managing SaaS customer accounts.
• Proficient with Salesforce CRM and related tools.
• Ability to drive value from cloud and ERP solutions for clients.
• Familiar with clients of varying sizes and industries.

Responsibilities

• Process renewals and upsell opportunities from quote to payment in CRM/billing systems.
• Manage upgrades and upsell opportunities within the CRM.
• Identify at-risk customers and create retention plans.
• Meet or exceed monthly and quarterly targets.
• Maintain strong customer relations and timely communications.
• Coordinate with Technical Account Managers for account reviews.
• Respond to customer queries via phone, email, and conferencing.
• Produce timely reports and maintain CRM records.
• Lead pricing negotiations and renewal calls with clients.
• Build relationships to identify uplift opportunities.
• Maintain renewal pipeline in Salesforce to stay ahead.
• Attend ongoing sales training to improve effectiveness.

Skills

Prior experience in Customer Success

Excellent communication

Negotiating software contracts

Managing SaaS accounts

Salesforce CRM

Cloud/ERP value delivery

Client relationships across sizes

Tools

Salesforce CRM

Job description

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.

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 Responsibilities

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

Benefits

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:

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