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 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
✨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 making a memorable impression.
✨Tip Number 3
Prepare for interviews by researching the company’s values and recent projects. Tailor your responses to show how your skills align with their mission. This shows you’re not just another candidate; you’re genuinely interested in contributing to their goals.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you note can keep you top of mind and demonstrate your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’d be a perfect fit for the team.
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 Sage. Show us that you understand our mission and how you can contribute to it!
Showcase Your Relationship Skills:Since building trusted relationships is key for this role, make sure to highlight your experience in this area. Use specific examples that demonstrate your ability to connect with diverse groups and how you've flexed your style to build rapport.
Be Data-Driven:We love a good analytical mind! In your application, mention any experience you have with tracking, analysing, and reporting data. Show us how you've used insights to drive decision-making and improve processes in previous roles.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
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 your team, showcasing that you can lead through uncertainty.
