Representative Retention And Corwin

How does this position contribute to Sages overall goals?

The Retention team plays a vital role in supporting Sage’s subscription-based business model by driving customer retention and ensuring consistent revenue through timely renewals. The team focuses on building strong customer relationships, proactively engaging with subscribers, and reinforcing the value of Sage’s offerings. By maintaining high renewal rates, the team directly contributes to customer satisfaction, long-term loyalty, and financial stability.

The Corwin Account Support team provides critical operational and administrative support to the Corwin Institutes program, the Corwin Sales team, and existing customers. Their work ensures smooth program delivery, high service standards, and efficient back-end support, helping Corwin meet its strategic goals.

Key Responsibilities

• Conduct proactive outreach to customers to ensure timely subscription renewals at current market value.
• Manage team inboxes and respond to customer queries with professionalism and timeliness.
• Process and monitor invoicing tasks accurately, ensuring timely and error-free billing.
• Provide dedicated operational support to Corwin Institute customers, ensuring a seamless and efficient experience.
• Adhere to established service level agreements (SLAs) and maintain high service standards across all operational areas.
• Prepare and share daily productivity reports to assess team performance and ensure accountability.
• Maintain accurate records and regularly update process documentation for consistency and compliance.
• Apply Sage Lean principles to promote process efficiency, continuous improvement, and operational excellence.
• Provide cross-functional support to other teams or verticals during low-demand periods to optimize productivity and resource utilization.
  
  

Skills, Qualifications & Experience

Functional Knowledge & Skills

• Strong customer service and administrative capabilities.
• Excellent written and verbal communication skills.
• Proficiency in MS Office applications, particularly Microsoft Excel.
• Ability to multitask, manage time effectively, and meet deadlines under pressure.
  
  

Qualifications & Experience

• Graduate degree or higher.
• 1–2 years of relevant experience in a customer service or administrative support role preferred.
  
  

Diversity, Equity, and Inclusion

At Sage we are committed to building a diverse and inclusive team that is representative of all sections of society and to sustaining a culture that celebrates difference, encourages authenticity, and creates a deep sense of belonging. We welcome applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, color, race, nationality, ethnic or national origin, religion or belief as creating value through diversity is what makes us strong.  As a business and as an organization with an increasingly agile workforce, were open to flexible working arrangements where appropriate.

Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Our mission is building bridges to knowledge — supporting the development of ideas through the research process to scholarship that is certified, taught, and applied.

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Sage is committed to the full inclusion of all qualified applicants. Accommodations will be made for any part of the interview process.

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