Think Beyond The Label Jobs

Customer Success Manager - Maternity Cover

Job Description:

Job purpose

The Customer Success Manager is responsible for bringing the best ideas, innovations, and capabilities to a

portfolio of customers, providing technical leadership coupled with a deep understanding of each customer’s

requirements ensuring overall adoption. Driving greater business value and satisfaction. Your primary goal is

to ensure that Sage customers achieve their desired business goals and continue their journey with Sage.

About the team

The sole mission of our Customers Success teams is to ensure customers achieve their desired outcomes and recognize value from their investment. We work with our customers to build relationships, learn about their businesses and drive value based on our customers’ self-defined goals. The role will be working within the UKIA team and ultimately reporting to the Director of Customer Success.

Key Responsibilities:

Key responsibilities

•  Develop a trusted advisor relationship with customer key stakeholders and executive sponsors such that

all activities are closely aligned with the customer’s business case and business strategy, allowing the full

potential of their solution to be realised

•  Develop and maintain customer success plans, charting a path to the customer’s desired outcome with

Sage, leveraging comprehensive understanding of products and platform to provide relevant adoption

and technical recommendations on solutions and enhancements customized to customers’ business

needs

•  Adhere to Success Team’s KPIs

•  Train and coach colleagues on the systems and associated processes

•  Increase and maintain customer CSAT and NPS scores, and nurture into customer reference program

•  Identify and drive large change initiatives to improve operational efficiency, quality and consistency

•  Initiate and drive internal and customer thought leadership, knowledge sharing and enablement sessions

and content

•  Serve as the ‘voice of the customer’ to product management, ensuring product roadmap reflects customer

need. Communicate product roadmap to customers

•  Handle overall responsibility for managing the customer relationship with Sage’s mid-market and

strategic Customers

•  Support the Community Administrator and Customer Services in Success related queries, actions and

escalations.

•  Assist with high severity request or issue escalations as needed

•  Ensure customer engagement with newsletters, webinars, and events

•  Identify and assess renewal risks for customers’ license subscriptions and collaborate with internal teams

to ameliorate

•  Manage complex renewal process and collaborate with senior members of the business to build

commercially viable offerings at renewal

•  Facilitate customer journey from Implementation to Success

#LI-MS2

Function:

Customer Operations

Country:

United Kingdom

Office Location:

Winnersh;Newcastle

Work Place type:

Hybrid

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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/

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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 atcareers@sage.com.

Learn more about DEI at Sage:sage.com/en-gb/company/careers/diversity-equity-and-inclusion/

Equal Employment Opportunity (EEO)

Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities.

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.