Retention Specialist

Newcastle Upon Tyne, England, United Kingdom

7/3/2025

Job Description

As a Renewal Representative, you’ll build strong customer relationships that drive retention and loyalty. You’ll work closely with customers to make sure they’re getting the most out of their Sage products and services, and help them fully understand how to maximise their value. By taking a consultative, customer-centric approach, you’ll focus on their unique needs and business goals, ensuring they feel supported and see real value in every interaction.

This is a hybrid role - 3 days in office 2 days

•  Drive high product usage and reduce churn by executing adoption plans and using customer data.
•  Increase renewal rates and retention by delivering clear value that helps customers grow.
•  Understand customer pain points and provide effective solutions and support.
•  Maintain strong product knowledge to confidently demonstrate and recommend Sage solutions.
•  Resolve critical customer issues, coordinating with internal teams for sustainable results.
•  Be the customer’s voice, sharing feedback to improve products, services, and propositions.
•  Collaborate with teams across Customer Service, Product, Marketing, Sales, and more.
•  Stay up to date on industry trends and Sage’s evolving product portfolio.
•  Support Sales by using your expertise to highlight the value of Sage’s solutions.
  
  
  
  
  
  
  
  

Skills & Experience

•  Strong customer service mindset with a passion for enhancing the accountant experience.
•  Excellent communication, influencing, and relationship-building skills, with the ability to engage key stakeholders.
•  Proactive and action-oriented, with a talent for identifying and seizing opportunities.
•  Results-driven, with a focus on achieving KPIs, meeting deadlines, and maintaining high standards.
•  Reliable and consistent—follows through on commitments and aligns actions with words.
•  Adaptable, with the ability to adjust approach based on context and individual needs.
•  Skilled in mapping business processes to product capabilities to deliver tailored solutions.
•  Resilient and positive under pressure, able to navigate challenges effectively.
  
  
  
  
  
  

This role is all about building strong relationships, driving customer success, and making an impact. If this sounds like you, we’d love to hear from you!







Your Benefits

• Competitive base salary and commission structure
• Comprehensive health, dental and vision coverage
• Work away scheme for up to 10 weeks a year
• On-going training and professional development
• Paid 5 days yearly to volunteer through our Sage Foundation
• Flexible work patterns and hybrid working