Sage Customer Account Manager

Quantuma Advisory Limited; United States; Remote; GBP 60,000 - 81,000; Full time

Benefits offered by this job

OTE + uncapped commission

Job summary

Pinnacle, the technology solution division of K3 Advisory Group, is seeking a Sage Customer Account Manager to join our team. You will manage customer accounts, grow revenue, and maintain strong relationships while ensuring customer satisfaction with our software solutions.

This role is predominantly based from home, with travel to an office or client site as needed. You will own a sales target and drive expansion, upgrades, migrations, and renewals across your portfolio.

Qualifications

• Proven experience in Account Management for business management software solutions.
• Experience with Sage 200 or Sage Intacct ideal but not essential.
• Consultative, customer-first sales approach, with ability to engage at all levels.
• Strong pipeline management and track record of meeting/exceeding targets.
• Exceptional communication, negotiation, and presentation skills.
• Ability to travel to events, internal meetings and customer sites.

Responsibilities

• Develop and nurture strong customer relationships to understand objectives and ensure our software/services support goals.
• Act as the main point of contact for customer enquiries and issues and escalate with the Customer Success Leader when needed.
• Conduct regular check-ins to assess satisfaction and identify opportunities for expansion, upgrades and migrations—virtually or face-to-face.
• Own a sales target for your account portfolio and align engagement with Pinnacle’s expansion strategy.
• Manage the sales process via the internal SSA/ISO/CRM system.
• Maintain and manage account portfolio CRM data with accurate information and activities.
• Introduce and coordinate Pinnacle's professional services or presales at customer sites to demonstrate features.
• Address and resolve customer issues promptly by coordinating with internal teams and external suppliers.
• Collaborate with success, services, support, and product teams to ensure timely resolutions.
• Identify upsell opportunities for hosting, development, modules, users, ISVs; support renewals and negotiations.
• Where applicable, introduce migration specialists when customers are ready to move to SaaS.
• Maintain understanding of our portfolio and provide product demonstrations and trainings as needed.

Skills

Account management

Sage 200

Sage Intacct

Tools

CRM system

Job description

Pinnacle, the technology solution division of K3 Advisory Group, is seeking a Sage Customer Account Manager to join our team. This role will be responsible for managing customer accounts, growing revenue, maintaining strong relationships, and ensuring customer satisfaction with our software solutions.

You will serve as the primary point of contact for customers, addressing their enquiries, concerns, and providing guidance with assistance as required on how to maximise the value of our solutions within their organisation.

This role is predominantly based from home, with travel to an office or client site as needed.

Key Responsibilities

• Develop and nurture strong customer relationships to gain a deep understanding of their business objectives and challenges, ensuring our software and services effectively support their processes and goals.
• Act as the main point of contact for customer enquiries and issues while collaborating with the customer success leader for escalations.
• Conduct regular check-ins / reviews with customers to assess satisfaction levels and identify opportunities for improvement including Expansion, Upgrade, Migration – virtually and face-to-face.
• Own a sales target against your account portfolio and ensure that your engagement with the Customer aligns with Pinnacle Base expansion strategy.
• Manage the Sales Process via the internal SSA/ISO/CRM system
• Maintain and manage your account portfolio CRM Data - Update and maintain accurate customer information and sales activities in the CRM system.

Solution Guidance

• Introduce & co-ordinate Pinnacle's Professional Services and / or Presales into Customer sites to ensure the Customer has a thorough understanding of the software's features and functionalities.

Issue Resolution

• Address and resolve any issues or concerns raised by Customers in a timely and efficient manner via facilitating communications with both internal teams and external suppliers.
• Work closely with internal teams, such as Customer Success Leader, professional services, support, MITS, and product development, to ensure timely resolution of Customer issues.

Renewals and Upselling

• Collaborate with the Customer and internal teams to identify opportunities for upselling additional services or features such as Hosting (MITS), Development, Modules, Users, ISV’s
• Engage in the renewal process for Customer contracts, ensuring timely renewals and contract negotiations as needed.
• Migration – Introduce where applicable the relevant migration specialist when you feel you the Customer is ready to move to a SaaS solution

Product Expertise

• Maintain an understanding of our portfolio of solutions.
• Provide / Coordinate product demonstrations and training sessions to customers as needed.

KPIs and Objectives

• Meet personal and team Key Performance Indicators (KPIs) and objectives related to sales targets, customer retention, and customer satisfaction.

About You

• Proven experience in Account Management for business management software solutions.
• Experience with Sage 200 or Sage Intacct ideal but not essential
• A consultative, customer-first sales approach, with the ability to engage at all levels of an organisation.
• Strong pipeline management skills and a track record of meeting/exceeding sales targets
• Exceptional communication, negotiation, and presentation skills.
• The ability to travel to events, internal meetings and customer sites

Package

• Basic salary negotiable depending on experience, £70K OTE + Uncapped commission structure

#Pinnacle