Renewals Advisor - Payroll - 6 Months Contract

Sage; Johannesburg; Hybrid; ZAR 300,000 - 420,000; Full time

Job summary

Sage City is seeking a Renewals Advisor to protect recurring revenue and strengthen customer relationships. You will own the renewal journey, coordinate with customers, and collaborate across teams to ensure timely renewals and retention opportunities.

The role emphasizes service excellence, data accuracy, and proactive communication. The position involves 3 days per week in our Johannesburg office, with a hybrid work arrangement.

Qualifications

• 3+ years’ experience in customer retention, account management, renewals, or customer success.
• Excellent verbal and written communication skills; able to manage varied customer conversations.
• Strong analytical skills to identify trends and opportunities.

Responsibilities

• Own the renewal journey with customers to protect recurring revenue.
• Process payments and invoices accurately and efficiently.
• Capture all customer interactions in CRM and related systems.
• Maintain high data accuracy and complete downgrades, re-invoices, and contract acceptances.
• Collaborate with internal teams to identify opportunities and drive retention targets.

Skills

Customer retention

Account management

Renewals

Customer success

CRM proficiency

Contract management

Data analysis

Tools

CRM systems

Contract management systems

Job description

Job Description As a Renewals Advisor, you’ll play a key role in protecting recurring revenue, strengthening customer relationships, and delivering an exceptional customer experience.You’ll take ownership of the renewal journey, working closely with customers and collaborating across different areas of the business to ensure renewals are managed efficiently and opportunities for retention are maximised. With a strong focus on service excellence and commercial results, you’ll work towards meeting and exceeding agreed operational, revenue, and retention KPIs.Location - 3 days per week out of our Johannesburg office.Key Responsibilities • Build and maintain strong relationships with customers through professional, accurate, and timely communication across telephone and email channels.• Ensure all relevant customer interactions and activities are accurately captured within the appropriate systems.• Take ownership of customer incidents, queries, and escalations, ensuring they are managed effectively within agreed KPI timelines.• Process payments and invoices accurately and efficiently on a daily basis.• Drive customer retention by achieving a minimum of 100% of the agreed retention target, with 80% of the target secured before the invoice due date.• Ensure all customer cancellations are accurately categorised and updated in line with departmental guidelines.• Maintain high standards of administration and data accuracy, including the correct processing of downgrade forms, re-invoice requests, and contract acceptances.• Support the annual channel renewal process and contribute towards achieving agreed retention targets.• Keep customers informed about relevant product information, enhancements, and developments.• Identify potential customer opportunities and proactively share qualified leads with the appropriate teams.• Champion the transition to subscription-based software solutions by helping customers understand the value and benefits of moving to a subscription model.• Collaborate effectively with internal teams to remove barriers, resolve customer concerns, and deliver a seamless renewal experience.What You’ll BringWe’re looking for someone who is commercially minded, customer-focused, and energised by delivering results. You’ll bring:• 3+ years’ experience in customer retention, account management, renewals, or customer success.• A proven ability to build and manage strong professional relationships with both internal and external stakeholders.• A strong sense of ownership, urgency, and accountability, particularly when working towards revenue and retention targets.• Excellent verbal and written communication skills, with the confidence to manage a variety of customer conversations.• The ability to remain calm and solutions-focused while working in a fast-paced, target-driven environment.• Strong analytical skills, with the ability to interpret customer information, recognise trends, and identify opportunities.• A high level of proficiency in CRM and contract management systems.• The agility and adaptability to succeed in a changing, fast-paced business environment.• Empathy, patience, and professionalism when handling customer concerns, objections, or escalations.• A proactive approach to keeping your product, industry, and commercial knowledge up to date.• A genuine passion for creating positive customer experiences while delivering strong commercial outcomes.What Success Looks LikeSuccess in this role means retaining customers, protecting recurring revenue, creating trusted customer relationships, and making every renewal interaction count. You’ll combine commercial awareness with outstanding customer service to help customers continue to see value in the solutions they use.#LI-ML1