Account Manager

This is a hybrid office environment that meets 3 days a week in the Lawrenceville office.

Responsibilities

Proactive Customer Outreach

• Initiate outbound calls to assigned renewal accounts and customers identified as at risk of churn.
• Prioritize outreach based on churn risk, contract expiration, and customer value.
• Build relationships with customers throughout their lifecycle to encourage renewal and satisfaction.

Retention & Save Motion

• Conduct needs assessments to understand customer concerns and reasons for potential cancellation.
• Present tailored solutions, offers, or add-on modules that address customer needs and increase value.
• Handle objections empathetically and work to resolve issues that may lead to churn.

Upsell & Cross-Sell

• Identify and pursue upsell and cross-sell opportunities during retention conversations.
• Educate customers on additional Sage 50 products, modules, and services that can enhance their experience and business outcomes.

Account Management

• Maintain accurate and up-to-date customer records in Salesforce CRM.
• Document all interactions, outcomes, and agreed-upon actions immediately after each call.
• Schedule and conduct follow-up calls as needed to ensure customer satisfaction and resolution.

Collaboration & Continuous Improvement

• Work closely with internal teams (marketing, sales, customer success) to share insights and improve retention strategies.
• Participate in regular team meetings to review performance metrics, share best practices, and contribute feedback for product and service enhancements.

Reporting & Performance Management

• Track and report daily call outcomes, retention rates, and reasons for unsuccessful retention attempts.
• Meet or exceed defined KPIs, including retention rate, upsell volume, and customer satisfaction scores.

Qualifications:

• 1-3 years of experience in B2B sales, account management, or retention roles within SaaS or technology sectors.
• Proven ability to manage retention and upsell conversations with decision-makers.
• Strong communication skills (verbal and written), active listening, and objection handling.
• Experience using Salesforce CRM for pipeline management and documentation.
• Ability to work independently in a fast-paced, high-volume environment.
• Strong organizational skills, including prioritization and time management.

Perks? We have plenty.

• Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)
• Comprehensive health, dental and vision coverage
• 401(k) retirement match (100% matching up to 4%)
• 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)
• 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date
• 5 days paid yearly to volunteer (through Sage Foundation)
• $5,250 tuition reimbursement per calendar year starting 6 months after hire date
• Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)
• Library of on demand career development options and ongoing training offerings

Dig deeper about who we are:

• Who is Sage: https://www.sage.com/en-us/company/about-sage/
• Life at Sage: https://www.sage.com/en-us/company/careers/
• Our Values & Behaviors: https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be
• How we make a difference: https://www.sage.com/en-us/company/sage-foundation/
• Sage Business Cloud - SaaS for Every Business: https://www.sage.com/en-us/products/