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Customer Success Consultant Customer Retention

Job Description:

Job purpose The Loyalty representative is responsible for developing customer relationships that promote retention and loyalty and drive additional revenue. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to support them to fully utilise their product. The representative will also ensure that inbound queries in relation to account details and billing will be managed efficiently. This will be driven by a consultative approach based on the customer needs and aspirations for their business.

Key Responsibilities:

Key accountabilities and decision ownership:

Proactively manage renewal/subscription activities to maintain defined retention rate for each product line.

Identifying and executing on opportunities to expand the average order value of our current customer base.

Work with existing customers, analyse their business needs and discuss the migration from their perpetual Sage products to our Connected Cloud and Native Cloud solutions and identify upsell and cross sell opportunities.

Manage and close pipeline to drive additional revenue.

Create value for customers by defining the desired business outcomes, appropriately identified objectives, stakeholders, milestones, risks and metrics needed to achieve them.

Be accountable for driving high usage of Products and services within customer base, proactively intervene and manage churn risk.

Manage inbound loyalty queries from customers and work with various teams to ensure a timely resolution.

Maintain a high level of product knowledge so you can confidently make recommendations from Sage’s product portfolio.

Proactively identify expansion opportunities in each account to drive value for the customer and for Sage.

Be creative and take a digital first approach to customer engagement to ensure you share relevant content with your customers achieving maximum exposure resulting in a strong presence in the market and establishing self as a trusted advisor.

To orchestrate the resolution of customer code red incidents as appropriate, working with internal stakeholders to drive positive sustainable outcomes

To be the voice of the customer, providing actionable feedback to internal teams on measures that need to be taken to help make our customers successful e.g. proposition, product, service, sales etc.

Achieve a minimum of 9.2 NPS and CSAT, demonstrating strong engagement within base.

Function:

Sales

Country:

Ireland

Office Location:

Dublin

Work Place type:

Hybrid

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