At a Glance
- Tasks: Build relationships with strategic customers and drive support adoption for impactful outcomes.
- Company: Join Sage, a leader in tech solutions for small and medium businesses.
- Benefits: Enjoy hybrid work, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with a focus on customer success and continuous improvement.
- Why this job: Make a real difference by supporting businesses with innovative technology and AI.
- Qualifications: Strong relationship-building skills and a knack for strategic thinking.
The predicted salary is between 40000 - 50000 € per year.
Key Responsibilities
- 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.
Skills, Know-How and Experience
- 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
Function: Customer Operations
Country: United Kingdom
Office Location: Newcastle
Work Place type: Hybrid
Working at Sage means you're supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.
Strategic Support Account Manager in Newcastle upon Tyne employer: Sage Group plc
At Sage, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation in our Newcastle office. Our employees benefit from hybrid working arrangements, comprehensive growth opportunities, and the chance to make a meaningful impact by supporting small and medium-sized businesses globally. Join us to be part of a forward-thinking team that values your contributions and encourages professional development in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Support Account Manager in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. Building relationships can open doors to opportunities that aren’t even advertised.
✨Tip Number 2
Be proactive! Don’t just wait for job openings to pop up. Reach out to companies you admire, like Sage, and express your interest. A friendly email or message can go a long way in getting noticed.
✨Tip Number 3
Prepare for interviews by researching the company and its culture. Understand their mission and values, especially how they relate to customer support. This will help you tailor your responses and show you’re a great fit for the team.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you note can leave a lasting impression. It shows you’re genuinely interested in the role and appreciate the opportunity to chat.
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 crafting your application, keep in mind who will be reading it. Tailor your language and examples to resonate with the values and goals of Sage. Show us how your experience aligns with building trusted relationships and driving value for customers.
Showcase Your Skills:Highlight your relationship-building skills and strategic thinking in your application. Use specific examples that demonstrate your ability to connect with diverse groups and how you've successfully tackled complex issues in the past.
Be Data-Driven:Since analytical ability is key for this role, don’t shy away from including data in your application. Share instances where you’ve used data to drive decision-making or improve processes, showing us your analytical prowess.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows your initiative and interest in joining our team!
How to prepare for a job interview at Sage Group plc
✨Know Your Customers
Before the interview, take some time to research the company’s strategic customers and partners. Understand their needs and how Sage's offerings can help them achieve their goals. This will show your potential employer that you’re proactive and genuinely interested in building those trusted relationships.
✨Showcase Your Communication Skills
During the interview, focus on demonstrating your communication skills. Use clear and concise language, and be sure to listen actively to the interviewer’s questions. This will not only highlight your ability to convey key points but also your capacity to understand nuanced customer needs.
✨Be Ready with Data Insights
Prepare to discuss how you would track and analyse data related to propensity to contact (PTC). Bring examples of how you've used data in the past to drive decision-making or improve processes. This will illustrate your analytical ability and strategic thinking, which are crucial for the role.
✨Emphasise Adaptability
In a dynamic environment like Sage, adaptability is key. Be prepared to share examples of how you've successfully navigated change in previous roles. Highlight your resilience and how you communicate implications to others, as this will resonate well with the company's culture.
