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Job Details: Customer Success Consultant
Full details of the job.
Job Title
Customer Success Consultant
Job Description
The Customer Success Consultant is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to support the them to fully utilize their product. This will be achieved through a structured multi-channel contact strategy coupled with a Customer Success Program with the goal of maximizing the value of products and services selected. This will be driven by a consultative approach based on the customer needs and aspirations for their business.
Key Responsibilities
•Create value for customers by defining the desired business outcomes, and then building a Customer Success Plan with the appropriately identified objectives, stakeholders, milestones, risks and metrics needed to achieve them.
•Be accountable for driving high usage of Products and services within customer base through the execution of an Adoption Plan utilizing customer telemetry data to proactively intervene and manage the churn risk.
•Gain an understanding of clients’ pain points and deliver responsive solutions and support.
•Maintain a high level of product knowledge so you can confidently demonstrate & make recommendations from Sage’s product portfolio.
•Proactively identify expansion opportunities in each account to drive value for the customer and for Sage.
•Be creative and take a digital first approach to customer engagement to ensure you share relevant content with your customers achieving maximum exposure resulting in a strong presence in the market and establishing self as a trusted advisor.
•To orchestrate the resolution of customer code red incidents as appropriate, working with internal stakeholders to drive positive sustainable outcomes
•To be the voice of the customer, providing actionable feedback to internal teams on measures that need to be taken to help make our customers successful e.g. proposition, product, service, sales etc.
•Support and enhance the interlock with relevant departments and colleagues e.g. Customer Service, PMM, Product, Marketing, Direct Sales, Loyalty and Sales Operations.
•Keep fully up to date with Industry changes that affect both our customers and Sage product portfolio
Qualifications
•Excellent customer service skills.
•Strong skills as an influencer, communicator, relationship builder and networker demonstrated through ability to engage key decision makers.
•Action oriented with the ability to take the initiative, spotting and seizing on opportunities
•Drives KPI's through goal setting, maintaining high standards and meeting key deadlines.
•Follows through on commitments showing consistency between words and actions
•Adaptability and able to differ approach depending on the situation
•Ability to map the customer’s business processes to product capability.
•Demonstrates resilience, maintaining a positive attitude whilst navigating difficult obstacles.
•The ability to analyse data into meaningful actions/outcomes and opportunities
•Takes action to keep product knowledge and skills up to date
•An interest in emerging technologies and products
•Sound understanding of the Accounting & Payroll Industry
•Proficient in Microsoft Office including Word, Outlook, and Excel
Do you love where you work? WE do!
Who is Sage?
https://www.sage.com/en-us/company/careers/who-we-are/
How we make a difference:
https://www.sage.com/en-us/company/sage-foundation/
Champion of Business Builders:
https://www.sage.com/en-us/products/
Life at Sage:
https://www.sage.com/en-us/company/careers/life-at-sage/
Our comprehensive total rewards program included:
• Extended health, dental and vision coverage
• On-going training and professional development
• 21 days paid time off from the start
• Paid 5 days to volunteer through our Sage Foundation
• Matching Retirement contributions
• And, so much more…
Function
Sales
Country
United States
Office Location
Lawrenceville
Work Place type
Remote
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People make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them: people have helped us grow for more than thirty years, and people are driving our future as a great SaaS company. We’re writing our next chapter. Be part of it!
Experience has taught us that when our customers thrive, we thrive. As a team, we always start with what customers need. Through the good… and more challenging times. Innovating at pace so customers can manage their finances, operations and people. Every one of us shapes our culture at Sage - doing what’s right and succeeding together, united by our commitment to each other. We encourage each other to grow in our roles, in our careers and as individuals.
Follow us on our social media sites below to join in conversations about career tips, open positions and company news! #lifeatsage #sagecareers. If you would like support with your application (or require any adjustments) please contact us at
careers@sage.com
for assistance. All qualified applicants will be thoughtfully considered and never discriminated against based on their race, color, age, religion, sexual orientation, gender identity, national origin, disability or veteran status.
EOE AA/M/F/Vet/Disability
Sage Software is an Equal Opportunity Employer. We comply with the laws set forth in the Equal Employment Opportunity in The Law poster:
http://1sa.ge/EjaS30kzhpR
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