Retention Advisor

Key Accounts Retention Consultant - Payroll

Job Description The Key Account Renewal Agent (Senior Retention Advisor) is responsible for managing all aspects of contract renewals within the payroll customer segment. The role ensures customer retention and renewal revenue targets are consistently met and exceeded by driving proactive engagement, structured renewal processes, and strong collaboration across internal teams, Sage Business Partners, Distributors and customers via digital communication channels. Location - 3 days per week out of our Johannesburg office. Key Responsibilities Retention & Renewal: Manage direct and partner-led customer renewals, developing strategies aligned with business objectives. Customer Engagement: Conduct quarterly renewal discussions in advance, validate data between Distributors, Business Partners and Sage, and update systems accurately. Business Partner Relationships: Build and maintain strong relationships with Business Partners, tech partners, and distributors. Query Management: Ensure timely responses to distributor, partner and customer queries within agreed turnaround times. Revenue & Forecasting: Achieve and exceed revenue targets, track contract value changes, and provide accurate forecasting for all key accounts. On-Time Renewals: Ensure all contract renewals are finalized within the month of expiry by initiating early engagement and maintaining consistent check-ins. Focus on building strong client relationships through ongoing dialogue, rather than limiting interactions to transactional renewal discussions. Productivity Targets: Maintain outbound and inbound call productivity, balancing proactive and reactive engagement. Churn Reporting: Document and report customer churn monthly with valid categorization. Data Compliance: Ensure accuracy in all administrative and data requirements related to renewal contracts. Data accuracy maintenance critical on all internal systems. Retention Campaigns: Drive targeted campaigns to increase customer retention through Business Partners & Distributors. Collaboration: Partner effectively across internal business lines to resolve customer queries with efficiency. Work closely with stakeholders managing Key Accounts in Accounting to ensure a unified approach. Strengthen external collaboration by engaging proactively with Distributors and Business Partners. Product Knowledge: Maintain up-to-date knowledge of Sage payroll solutions. Skills, Know-How, and Experience (Must-Have) 3+ years in customer service or relationship management with proven retention focus. Strong negotiation, influencing, and problem-solving skills. Target-driven, self-motivated, and resilient under pressure. Excellent organizational and time management abilities. Strong English communication skills (oral and written). Familiarity with Sage Indirect Payroll products (Sage Premier, Sage 300 People, Sage 300 MCS, Sage Business Cloud Payroll Professional & Sage Payroll Advance). Solid Understanding of Sage Business Partner & Distributor models. Preferred Experience 3+ years in retention with a proven sales track record. Experience selling, implementing, or supporting Sage solutions. Knowledge of internal systems and processes. Distributor & Business Partner engagement experience. Technical / Professional Qualifications Proficiency in Microsoft Office (Word, Excel, PowerPoint). CRM & Netadmin Working knowledge of accounting software solutions. University degree or equivalent qualification.