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
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.
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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
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.
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