Key Account Renewal Agent (Senior Retention Advisor) The role is responsible for managing all aspects of contract renewals within the payroll customer segment. It ensures customer retention and renewal revenue targets are consistently met and exceeded by driving proactive engagement, structured renewal processes, and strong collaboration across internal teams, Sage Business Partners, Distributors and customers via digital communication channels. Location – 3 days per week at the Johannesburg office. Key Responsibilities Retention & Renewal: Manage direct and partner-led customer renewals, developing strategies aligned with business objectives. Customer Engagement: Conduct quarterly renewal discussions in advance, validate data between Distributors, Business Partners and Sage, and update systems accurately. Business Partner Relationships: Build and maintain strong relationships with Business Partners, tech partners, and distributors. Query Management: Ensure timely responses to distributor, partner and customer queries within agreed turnaround times. Revenue & Forecasting: Achieve and exceed revenue targets, track contract value changes, and provide accurate forecasting for all key accounts. On-Time Renewals: Ensure all contract renewals are finalized within the month of expiry by initiating early engagement and maintaining consistent check-ins. Focus on building strong client relationships through ongoing dialogue, rather than limiting interactions to transactional renewal discussions. Productivity Targets: Maintain outbound and inbound call productivity, balancing proactive and reactive engagement. Churn Reporting: Document and report customer churn monthly with valid categorization. Data Compliance: Ensure accuracy in all administrative and data requirements related to renewal contracts. Data accuracy maintenance critical on all internal systems. Retention Campaigns: Drive targeted campaigns to increase customer retention through Business Partners & Distributors. Collaboration: Partner effectively across internal business lines to resolve customer queries with efficiency, work closely with stakeholders managing Key Accounts in Accounting to ensure a unified approach, and strengthen external collaboration by engaging proactively with Distributors and Business Partners. Product Knowledge (Must-Have) 3+ years in customer service or relationship management with proven retention focus. Strong negotiation, influencing, and problem‑solving skills. Target-driven, self-motivated, and resilient under pressure. Excellent organizational and time management abilities. Strong English communication skills (oral and written). Familiarity with Sage Indirect Payroll products (Sage Premier, Sage 300 People, Sage 300 MCS, Sage Business Cloud Payroll Professional & Sage Payroll Advance). Solid understanding of Sage Business Partner & Distributor models. Preferred Experience 3+ years in retention with a proven sales track record. Experience selling, implementing, or supporting Sage solutions. Knowledge of internal systems and processes. Distributor & Business Partner engagement experience. Technical & Professional Qualifications Proficiency in Microsoft Office (Word, Excel, PowerPoint). CRM & Netadmin experience. Working knowledge of accounting software solutions. University degree or equivalent qualification. Company Benefits Work-away scheme for up to 10 weeks a year. Life Insurance: 2x annual salary covered, optional up to 6x. Income Protection: 75% of the monthly risk salary paid in the event of long-term sickness. Critical Illness cover: Lump sum payment upon diagnosis. Funeral Assistance: Benefit payable upon the death of a colleague's spouse or children, or to a colleague's dependents in the event of the colleague's death. Provident fund: Retirement fund with contribution options from 5% to 15% in 2.5% increments. Medical aid subsidy: Discovery and Bonitas offered on selected plans, colleagues receive R2,400 per month. Sage Academy leave: Ongoing training and professional development + 5 paid days per year. 15 days annual leave for fixed-term colleagues and 20 days for permanent colleagues. Annual leave increases with seniority. 30 days sick leave in a 3-year cycle. 6 days of Family Responsibility & Religious leave combined. 5 or 10 days of sports leave based on representation. Paid 5 days yearly to volunteer through Sage Foundation. Employee Assistance Program: free, 24/7 short-term counseling, practical support and coaching for you and your family. Flexible work patterns and hybrid working. #J-18808-Ljbffr