At a Glance
- Tasks: Build relationships with strategic customers and drive support adoption.
- Company: Join a leading tech company focused on innovation and customer success.
- Benefits: Enjoy competitive pay, flexible work options, and growth opportunities.
- Other info: Dynamic role with opportunities to influence product improvements and processes.
- Why this job: Make a real impact by enhancing customer experiences and driving strategic initiatives.
- Qualifications: Strong communication skills and a knack for relationship building.
The predicted salary is between 45000 - 55000 € 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 employer: Sage City
At Sage, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. As a Strategic Support Account Manager, you will have the opportunity to build meaningful relationships with strategic customers and partners while contributing to our mission of delivering outstanding support. With a strong focus on employee growth, we provide ample opportunities for professional development and a supportive environment that values your insights and contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Support Account Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. Building relationships can open doors to opportunities you might not find on job boards.
✨Tip Number 2
Be proactive! Don’t just wait for job openings to pop up. Research companies you admire and reach out directly. Express your interest in their work and how you can contribute. Sometimes, creating your own opportunity is the best way to land that dream job.
✨Tip Number 3
Prepare for interviews by knowing your stuff! Understand the company’s mission and how it aligns with your skills. Be ready to discuss how you can help them achieve their goals, especially in terms of relationship management and strategic support.
✨Tip Number 4
Don’t forget to follow up! After an interview or networking event, send a quick thank-you note. It shows appreciation and keeps you on their radar. Plus, it’s a great chance to reiterate your enthusiasm for the role and how you can add value.
We think you need these skills to ace Strategic Support Account Manager
Some tips for your application 🫡
Know Your Audience:When you're 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 that you understand our mission and how you can contribute!
Be Specific and Relevant:Use specific examples from your past experiences that highlight your skills in relationship management and strategic support. We want to see how you've built rapport and tackled complex issues before, so don’t hold back on the details!
Show Your Analytical Side:Since we value analytical ability, make sure to include instances where you've interpreted data to drive decisions. Highlight any trends or risks you've identified and how they influenced your actions. This will show us your strategic thinking!
Keep It Professional Yet Personal:While we love a professional tone, don’t forget to let your personality shine through! A bit of warmth and authenticity can go a long way in making your application stand out. And remember, apply through our website for the best chance!
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 role of Strategic Support Account Manager can help them achieve their goals. This will show your commitment to relationship building and your ability to connect Sage’s strategy with customer needs.
✨Showcase Your Communication Skills
Prepare to demonstrate your communication style during the interview. Use clear and concise language, and be ready to discuss how you’ve influenced positive outcomes in previous roles. Practising active listening techniques can also help you respond thoughtfully to questions.
✨Be Data-Driven
Familiarise yourself with key performance indicators relevant to the role, such as tNPS and Propensity to Contact (PTC). Be prepared to discuss how you've used data to drive decision-making in past experiences, highlighting any trends or risks you've identified and addressed.
✨Emphasise Adaptability
In a dynamic environment, adaptability is crucial. Share examples of how you've anticipated change and communicated its implications effectively. Highlight your resilience and how you’ve supported teams through transitions, which aligns with the company’s focus on high performance.
