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- Tasks: Build relationships with strategic customers and drive support adoption.
- Company: Join a leading tech company focused on customer success.
- Benefits: Competitive salary, flexible working, and opportunities for growth.
- Other info: Dynamic role with a focus on strategic thinking and adaptability.
- Why this job: Make a real impact by enhancing customer experiences and driving product improvements.
- Qualifications: Strong communication skills and a knack for relationship building.
The predicted salary is between 40000 - 50000 £ per year.
Relationship Management & Strategic Support
- Build and maintain trusted relationships with strategic customers and partners, flexing style to build deep rapport.
- Proactively drive adoption and value for Support offerings, linking outcomes to the Customer/Partner Mission and Sage’s future vision for Support.
- Track, analyse, and report on propensity to contact (PTC), identifying and addressing opportunities for reduction.
- Act as a point of contact for high-impact needs and complex issues, ensuring actions are linked to Sage’s strategic priorities.
Escalation & Case Quality Oversight
- Facilitate resolution of strategic customer and partner escalations with empathy, urgency, and accountability.
- Review and provide feedback on case quality, ensuring cases are logged, handled, and closed effectively.
- Anticipate risks and remove barriers to resolution, supporting a culture of high performance.
Product & Process Improvement
- Feed insights from customer and partner interactions back into the business to improve product design and support processes.
- Awareness of competitors, identifying product and process opportunities.
Key Responsibilities
- Relationship Building – Able to develop and sustain trusted relationships across diverse groups, flexing leadership style to build rapport.
- Communication – Delivers communication with clarity, consideration of audience, and influence; conveys key points and motivates a positive response.
- Active Listening – Demonstrates curiosity and understanding of nuanced customer and partner needs, responding with empathy and action.
- Strategic Thinking – Connects Sage’s strategy to the needs of customers and partners, ensuring every discussion demonstrates how our vision and priorities support their goals.
- Analytical Ability – Interprets data to drive decision-making, highlighting trends and risks.
- Product Knowledge – Deep and evolving understanding of Sage’s products, services, and business processes; able to position complementary Sage offerings.
- Adaptability – Anticipates change, communicates implications, and role-models resilience in dynamic environments.
- Brand & Networking – Builds a strong personal brand, recognised as a thought leader and sought out by peers, customers, and stakeholders.
Key Stakeholders
- Strategic Customers & Partners
- Support Director/s
- Support Team Managers & Analysts
- Success Managers
- Account Managers
- Partner Enablement
Key Performance Indicators
- Strategic Customer tNPS
- Strategic Partner tNPS
- tNPS for specific Customer / Partner accounts that SSAM is responsible for
- Propensity to Contact (PTC) reduction
- Quality of Support Cases Improvement
- Elimination of Churn Risk
Strategic Support Account Manager in Newcastle upon Tyne employer: Sage City
Contact Detail:
Sage City Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Strategic Support Account Manager in Newcastle upon Tyne
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This way, when you chat with them, you can show how your skills align with their goals and make a real impact.
✨Tip Number 2
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral – which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions and tailoring your answers to highlight your relationship-building skills. Show them you can connect with customers and partners effortlessly!
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate how you can help them achieve their strategic goals.
We think you need these skills to ace Strategic Support Account Manager in Newcastle upon Tyne
Some tips for your application 🫡
Know Your Audience: When writing your application, keep in mind who will be reading it. Tailor your language and examples to resonate with the values and goals of StudySmarter. Show us how your experience aligns with our mission!
Be Clear and Concise: We love a good story, but make sure you get to the point! Use clear and straightforward language to convey your skills and experiences. Avoid jargon unless it’s relevant, and keep it easy to read.
Showcase Your Relationship Skills: Since this role is all about building relationships, highlight your experience in managing customer or partner interactions. Share specific examples that demonstrate your ability to connect and communicate effectively.
Don’t Forget to Proofread: Before hitting send, give your application a thorough once-over. Typos and grammatical errors can distract from your message. We want to see your best work, so take the time to polish it up!
How to prepare for a job interview at Sage City
✨Know Your Customers
Before the interview, research the company's strategic customers and partners. Understand their needs and how the company’s support offerings align with their missions. This will help you demonstrate your ability to build trusted relationships and show that you’re proactive in driving value.
✨Showcase Your Communication Skills
Prepare to discuss examples where you've effectively communicated complex ideas or resolved issues. Use clear, concise language and be ready to adapt your style based on the audience. This will highlight your ability to influence and motivate positive responses.
✨Demonstrate Active Listening
During the interview, practice active listening by engaging with the interviewer’s questions and comments. Show curiosity about their needs and respond thoughtfully. This will reflect your empathy and understanding of nuanced customer requirements.
✨Think Strategically
Be prepared to connect the company’s strategy to customer needs. Think of examples where you’ve aligned your actions with broader business goals. This will showcase your strategic thinking and how you can contribute to the company’s vision.