Retention Specialist

Newcastle Upon Tyne, England, United Kingdom

3/28/2025

Job Description

Join Our Team as an AD Sales & Retention Coordinator!

Are you passionate about building strong relationships and ensuring customers get the best experience from their products? We’re looking for an AD Sales & Retention Coordinator to support and grow our Accountant customer base—whether they’re using desktop Practice Solutions, Network Bundles, or Sage Business Cloud products.

In this role, you'll collaborate with PSMs and Accountants, assisting with orders, renewals, invoice queries, and general product support. Your focus will be on retention and satisfaction, ensuring every customer feels valued and supported.

You'll also have the opportunity to provide valuable insights on customer needs, market trends, and competitor activity, helping shape the future of our services. If you thrive on customer engagement, problem-solving, and delivering exceptional service, we’d love to hear from you!

We're looking for a customer-focused, results-driven professional to help retain and grow our Accountant customer base. If you love building relationships, solving problems, and making a real impact, this role is for you!

What You'll Be Doing:

•  Work closely with PSMs to ensure orders are processed smoothly and queries are handled efficiently.
•  Engage with customers to renew contracts, retain business, and explore growth opportunities.
•  Handle new sales, upgrades, downgrades, and cancellations for our Practice Solution products.
•  Process credit notes for both Sage Business Cloud (SBC) and desktop products.
•  Follow up on outstanding payments when required.
•  Build strong, positive relationships with customers, turning them into long-term advocates.
•  Stay informed on customer needs, competitor activity, and industry trends.
•  Gather insights on customer challenges and work with internal teams to find solutions.
•  Work with the sales team to develop strategies for customer retention and business growth.
•  Keep up-to-date with Sage products and confidently recommend solutions to customers.
•  Act as the voice of the customer, sharing feedback to improve products, services, and processes.
  
  
  
  
  
  

What We're Looking For:

•  Excellent communication & negotiation skills – You can engage, influence, and build trust with customers.
•  Problem-solving mindset – You take initiative and spot opportunities for improvement.
•  Goal-driven & results-oriented – You set high standards and follow through on commitments.
•  Adaptability – You can adjust your approach based on customer needs and business priorities.
•  Analytical skills – You can turn data into meaningful insights and action plans.
•  Comfortable using Microsoft Office (Word, Outlook, Excel) and CRM tools like Salesforce.
  
  
  
  
  
  

Success in This Role Looks Like:

•  Meeting key targets for customer retention and business growth.
•  Maintaining high levels of customer satisfaction (NPS scores).
•  Effective collaboration with sales, marketing, training, and customer service teams.
•  Using Salesforce 100% of the time to track and manage customer interactions.
•  Promoting Sage’s cloud solutions and exceeding adoption targets.
  
  
  
  
  
  

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