The Key Account Renewal Agent (Senior Retention Advisor) is responsible for managing all aspects of
contract renewals within the payroll customer segment. The role 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 out of our 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. Strengthen external collaboration by engaging proactively with Distributors
and Business Partners.

Product Knowledge: Maintain up-to-date knowledge of Sage payroll solutions.

Skills, Know-How, and Experience (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

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 with the option to flex up cover at own cost up to a maximum of 6X annual salary.

Income Protection: 75% of the monthly risk salary is paid to the colleague in the event of long-term sickness, provided they are unable to perform their duties.

Critical Illness cover: Provides colleague with lump sum payment at critical illness diagnosis.

Funeral Assistance: A 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: a retirement fund where colleagues have an option to increase contributions of 5% minimum to a maximum of 15% in 2.5% increments.

Medical aid subsidy: Discovery and Bonitas are offered on selected plans, colleagues receive R2,400 pm.

Sage Academy leave: On-going training and professional development + 5 paid days per year to engage in learning opportunities.

15 days annual leave for fixed term colleagues and 20 annual leave days for permanent colleagues. The annual leave entitlement for permanent colleagues will increases with seniority. 30 days sick leave in a 3 year cycle, 6 days of Family responsibility leave and Religious leave combined, and 5 or 10 days of sports leave based on representation.

Paid 5 days yearly to volunteer through our 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

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