At a Glance
- Tasks: Build and maintain relationships with strategic customers while driving support adoption.
- Company: Join a leading tech company focused on innovation and customer success.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for growth.
- Other info: Dynamic role with a focus on collaboration and continuous improvement.
- Why this job: Make a real impact by enhancing customer experiences and shaping future strategies.
- Qualifications: Strong relationship-building skills and a knack for strategic thinking required.
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.
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
Strategic Support Account Manager employer: Sage
At Sage, we pride ourselves on being an exceptional employer that fosters a culture of collaboration and innovation. As a Strategic Support Account Manager, you will enjoy a supportive work environment that prioritises employee growth through continuous learning opportunities and mentorship. Our commitment to building trusted relationships with customers and partners not only enhances your professional development but also allows you to make a meaningful impact in the community, all while enjoying the vibrant atmosphere of our office location.
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 to reach out on LinkedIn. Building relationships can open doors that a CV just can’t.
✨Tip Number 2
Be proactive! If you see a company you love, don’t wait for them to post a job. Reach out directly, express your interest, and share how you can add value. It shows initiative and can set you apart from the crowd.
✨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 will help you build rapport and demonstrate your strategic thinking.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can leave a lasting impression. It shows you’re genuinely interested and keeps you on their radar as they make their decision.
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 how you can build those trusted relationships we value!
Showcase Your Skills:Make sure to highlight your relationship management and strategic thinking skills. Use specific examples from your past experiences that demonstrate how you've successfully navigated complex issues and driven value for customers or partners.
Be Clear and Concise:We love clarity! Keep your application straightforward and to the point. Avoid jargon unless it's relevant, and make sure your key points shine through. This will help us see your communication skills in action.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows us you’re keen on joining the StudySmarter team!
How to prepare for a job interview at Sage
✨Know Your Customers
Before the interview, research the strategic customers and partners that the company works with. Understand their missions and how Sage’s support offerings can add value to them. This will help you demonstrate your ability to build trusted relationships and show that you’re proactive about driving adoption.
✨Showcase Your Communication Skills
Prepare to discuss examples where you've effectively communicated with diverse groups. Think of situations where you had to adapt your style to connect with different audiences. This will highlight your ability to convey key points clearly and motivate positive responses.
✨Demonstrate Analytical Thinking
Be ready to talk about how you've used data to drive decision-making in past roles. Bring examples of how you identified trends or risks and what actions you took as a result. This will showcase your analytical ability and strategic thinking, which are crucial for this role.
✨Emphasise Adaptability
In your interview, share experiences where you successfully navigated change or uncertainty. Discuss how you communicated implications to your team and modelled resilience. This will illustrate your adaptability and readiness to thrive in dynamic environments, aligning with the company's needs.
