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About the Role

Join us and be part of a mission-driven, independent publisher. You’ll work with a diverse group of people who share a passion for empowering researchers, educators, and institutions to shape the future.

Responsibilities

• Take ownership of sales opportunities from customer commitment through to invoicing, ensuring all relevant documentation, approvals, and system records are completed accurately and efficiently.
• Manage quotations, licences, purchase orders, and renewal documentation, ensuring a smooth transition from sale to fulfilment.
• Act as a primary post-sales contact for library customers, responding to queries and coordinating support to ensure a positive customer experience.
• Maintain customer account records and administrative records, ensuring customer data, access details, and contractual information remain accurate and up to date.
• Support customer onboarding activities, including account creation, platform access, authentication setup, and changes to access methods.
• Manage and coordinate customer authentication methods, including IP authentication, OpenAthens, Shibboleth, and other access configurations where applicable.
• Investigate and resolve customer access issues, working closely with Technical Support, Customer Services, Finance, and Operations teams to provide timely solutions.
• Monitor and update internal tracking systems and administrative logs to ensure all customer activities, requests, and resolutions are accurately recorded.
• Support Sales Managers by preparing reports, managing administrative workflows, tracking opportunities, and ensuring follow-up actions are completed.
• Identify opportunities to improve processes, enhance the customer experience, and reduce barriers to successful onboarding and product adoption.

Requirements

• Passionate and experienced in delivering exceptional customer experiences and have experience in an account management role.
• Experienced in building trusted relationships in complex organisations that drive long-term customer success.
• Adept at tackling problems, advising outcomes, and partnering constructively to deliver solutions aligned with customer and business objectives.
• Confident navigating change and adapting your approach to support evolving customer and organisational priorities.
• An effective communicator who can build credibility and manage customer information accurately and efficiently.
• Able to handle conflicting priorities, meet deadlines, and maintain attention to detail in a fast-paced environment.
• Confident using Microsoft Office tools, particularly Excel, to handle information, produce reports, and support decision-making.
• Highly organised with excellent administrative skills and a proven ability to manage complex processes accurately from start to finish.
• Experienced in supporting sales teams and progressing opportunities from quotation and order confirmation through to invoicing and fulfilment.
• Confident managing multiple priorities while maintaining exceptional attention to detail and meeting deadlines.
• Skilled at building trusted relationships with customers and internal stakeholders across Sales, Finance, Operations, Customer Services, and Technical Support.
• Comfortable handling customer queries relating to access, authentication methods, account administration, and product set-up.
• An effective problem solver who can investigate issues, identify solutions, and coordinate actions across teams to achieve positive customer outcomes.
• Proficient in Microsoft Office applications, particularly Excel, and experienced working with CRM and business systems.
• A confident communicator with the ability to explain processes, provide guidance, and manage customer expectations professionally.

Skills

• Microsoft Office
• Excel
• CRM
• Business Systems
• Account Management
• Customer Service
• Sales Support
• Relationship Building
• Problem Solving
• Communication
• Time Management
• Attention to Detail
• Administrative Skills
• Process Management
• IP Authentication
• OpenAthens
• Shibboleth

Location

• Remote
• Hybrid

Work Type

• Permanent
• Full-time
• Hybrid

Experience Level

• Sales Support Executive
• Sales Support Manager

Salary/Compensations

• £32,880 - £38,000 (Sales Support Executive)
• £41,200 - £47,500 (Sales Support Manager)

Benefits

• 25 days annual leave (plus bank holidays) with 2 additional floating personal days.
• Hybrid working up to 2 days per week in office and a home working allowance.
• Life assurance, income protection, and travel insurance.
• Private medical cover and access to the company doctor.
• Tuition scheme and support for pursuing professional qualifications, including access to Sage books and journals.
• Variety of snacks and beverages available in the office.
• Healthy lifestyle reimbursement and anniversary trips.
• Access to Company loans (season ticket loan, rental deposit loan, cycle loan).

About the Company

• Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement.
• Believing that research and education are critical in shaping society, Sara Miller McCune founded Sage in 1965.
• Today, we are controlled by a group of trustees charged with maintaining our independence and mission indefinitely.
• Our guaranteed independence means we’re free to: Do more – supporting an equitable academic future, furthering disciplines that drive social change, and helping social and behavioural science make an impact; Work together – building lasting relationships, championing diverse perspectives, and co-creating resources to transform teaching and learning; Think long-term – experimenting, taking risks, and investing in new ideas.

Equal Opportunity

• We’re a Disability Confident Employer (Level 1).
• At Sage, we are committed to building a diverse and inclusive team and to sustaining a culture that celebrates diversity, encourages authenticity, and builds a deep sense of belonging.
• We encourage applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, colour, race, nationality, ethnic or national origin, religion, or belief as crafting value through diversity is what makes us strong.