Job Title Strategic Support Account Manager Job Description Relationship Management & Strategic Support • Build and maintain trusted relationships with strategic customers and partners, flex-ing style to build deep rapport • Proactively drive adoption and value for Support offerings, linking outcomes to the Customer/Partner Mission and Sage's future vision for Support. • Track, analyse, and report on propensity to contact (PTC), identifying and addressing opportunities for reduction • Act as a point of contact for high-impact needs and complex issues, ensuring ac-tions are linked to Sage's strategic priorities Escalation & Case Quality Oversight • Facilitate resolution of strategic customer and partner escalations with empathy, ur-gency, and accountability. • Review and provide feedback on case quality, ensuring cases are logged, handled, and closed effectively. • Anticipate risks and remove barriers to resolution, supporting a culture of high per-formance. Product & Process Improvement • Feed insights from customer and partner interactions back into the business to im-prove product design and support processes. • Awareness of competitors, identifying product and process opportunities Key Responsibilities Skills, Know-How and Experience • Relationship Building - Able to develop and sustain trusted relationships across di-verse groups, flexing leadership style to build rapport • Communication - Delivers communication with clarity, consideration of audience, and influence; conveys key points and motivates a positive response • Active Listening - Demonstrates curiosity and understanding of nuanced customer and partner needs, responding with empathy and action. • Strategic Thinking - Connects Sage's strategy to the needs of customers and part-ners, ensuring every discussion demonstrates how our vision and priorities support their goals. • Analytical Ability - Interprets data to drive decision-making, highlighting trends and risks • Product Knowledge - Deep and evolving understanding of Sage's products, ser-vices, and business processes; able to position complementary Sage offerings • Adaptability - Anticipates change, communicates implications, and role-models resilience in dynamic environments • Brand & Networking - Builds a strong personal brand, recognised as a thought leader and sought out by peers, customers, and stakeholders Key Stakeholders • Strategic Customers & Partners • Support Director/s • Support Team Managers & Analysts • Success Managers • Account Managers • Partner Enablement Key Performance Indicators • Strategic Customer tNPS • Strategic Partner tNPS • tNPS for specific Customer / Partner accountants that SSAM is responsible for • Propensity to Contact (PTC) reduction • Quality of Support Cases Improvement • Elimination of Churn Risk Function Customer Operations Country United Kingdom Office Location Newcastle Work Place type Hybrid Advert Working at Sage means you're supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions. Our colleagues are the best of the best. It's why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential. Learn more about working at Sage: sage.com/en-gb/company/careers/working-at-sage/ Watch a video about our culture: youtube.com/watch?v=qIoiCpZH-QE 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, reach out at careers@sage.com. Learn more about DEI at Sage: sage.com/en-gb/company/careers/diversity-equity-and-inclusion/