Strategic Support Account Manager

Descrizione del lavoro:

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
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