Renewals Advisor - Payroll - 6 Months Contract

As a Renewals Advisor, you’ll play a key role in protecting recurring revenue, strengthening customer relationships, and delivering an exceptional customer experience.

You’ll take ownership of the renewal journey, working closely with customers and collaborating across different areas of the business to ensure renewals are managed efficiently and opportunities for retention are maximised. With a strong focus on service excellence and commercial results, you’ll work towards meeting and exceeding agreed operational, revenue, and retention KPIs.

Location - 3 days per week out of our Johannesburg office.

• Build and maintain strong relationships with customers through professional, accurate, and timely communication across telephone and email channels.
• Ensure all relevant customer interactions and activities are accurately captured within the appropriate systems.
• Take ownership of customer incidents, queries, and escalations, ensuring they are managed effectively within agreed KPI timelines.
• Process payments and invoices accurately and efficiently on a daily basis.
• Drive customer retention by achieving a minimum of 100% of the agreed retention target, with 80% of the target secured before the invoice due date.
• Ensure all customer cancellations are accurately categorised and updated in line with departmental guidelines.
• Maintain high standards of administration and data accuracy, including the correct processing of downgrade forms, re-invoice requests, and contract acceptances.
• Support the annual channel renewal process and contribute towards achieving agreed retention targets.
• Keep customers informed about relevant product information, enhancements, and developments.
• Identify potential customer opportunities and proactively share qualified leads with the appropriate teams.
• Champion the transition to subscription-based software solutions by helping customers understand the value and benefits of moving to a subscription model.
• Collaborate effectively with internal teams to remove barriers, resolve customer concerns, and deliver a seamless renewal experience.

What You’ll Bring

We’re looking for someone who is commercially minded, customer-focused, and energised by delivering results. You’ll bring:

• 3+ years’ experience in customer retention, account management, renewals, or customer success.
• A proven ability to build and manage strong professional relationships with both internal and external stakeholders.
• A strong sense of ownership, urgency, and accountability, particularly when working towards revenue and retention targets.
• Excellent verbal and written communication skills, with the confidence to manage a variety of customer conversations.
• The ability to remain calm and solutions-focused while working in a fast-paced, target-driven environment.
• Strong analytical skills, with the ability to interpret customer information, recognise trends, and identify opportunities.
• A high level of proficiency in CRM and contract management systems.
• The agility and adaptability to succeed in a changing, fast-paced business environment.
• Empathy, patience, and professionalism when handling customer concerns, objections, or escalations.
• A proactive approach to keeping your product, industry, and commercial knowledge up to date.
• A genuine passion for creating positive customer experiences while delivering strong commercial outcomes.

What Success Looks Like

Success in this role means retaining customers, protecting recurring revenue, creating trusted customer relationships, and making every renewal interaction count. You’ll combine commercial awareness with outstanding customer service to help customers continue to see value in the solutions they use.

#LI-ML1

Sales

South Africa

Johannesburg

Hybrid

Working at Sage means you’re supporting millions of small and mid-sized businesses globally with technology to work smarter and move faster. We build software that reduces busywork so customers can spend less time on admin and more time building their business.

Our colleagues are high-performers who prioritise growth, make bold choices, and focus and galvanise to get things done. They work on meaningful, market-shaping initiatives that stretch their skills, sharpen their craft, and create real customer impact.

Explore our culture and benefits: sage.com/careers/working-at-sage

We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, contact [email protected] .

Renewals Advisor - Payroll - 6 Months Contract

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Equal Employment Opportunity (EEO)

Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities.

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.