Customer Success Consultant

Customer Success Consultant

Job Description:

We are looking for a high energy, proactive Customer Success Consultant to join our Customer Success Team. 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 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.

This is a hybrid role: 3 days per week onsite

• Engage through Outbound calls to connect clients on our solutions to increase retention and adoption of their solutions.
• 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 realized.
• Maintain a high level of product knowledge and leverage it to provide relevant adoption and technical recommendations on solutions and enhancements customized to customers’ business needs.
• Work with customers to ensure that they gain the full value of their Sage solutions by defining the desired business outcomes and build 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 through the execution of an Adoption Plan utilizing customer telemetry data to proactively intervene and manage churn risk.
• Serve as the customer advocate to ensure that actionable feedback is passed to the internal teams 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/colleagues e.g. Direct Sales, PMM, Product, Marketing, Customer Service, Sales Operations.
• Follow up with Net Promoter customers to help improve product usage and adoption.
• Be proactive to generate ideas driving innovation that will ultimately increase customer engagement and revenue and improve customer satisfaction.
• Share product knowledge and best practices through peer mentoring/trainings, customer-facing webinars, etc.

• Minimum 2+ years of experience in customer success, pre/post sales and/or customer service in a fast paced environment
• Experience working with small or mid-market clients and/or accountants promoting value through customer experience while maintaining high standards of customer service and delivering on KPIs
• Enthusiastic and caring about clients’ needs, wants, and challenges nature willing to go above and beyond to empower businesses for success
• Exceptional ability to communicate and foster positive relationships
• Excellent problem-solving skills with a high degree of resourcefulness, flexibility, and adaptability
• Strong knowledge of accounting principles and financial reporting
• Proficiency in accounting software platforms, such as Sage 50 or similar solutions.
• Fluency in English, and in French – an asset
• Business-related bachelor’s degree or equivalent experience required

• Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)
• Comprehensive health, dental and vision coverage
• 401(k) retirement match (100% matching up to 4%)
• 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)
• 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date
• 5 days paid yearly to volunteer (through Sage Foundation)
• $5,250 tuition reimbursement per calendar year starting 6 months after hire date
• Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)
• Library of on-demand career development options and ongoing training offerings

Function:
Customer Operations

Country:
United States

Office

Location:

Atlanta

Work Place type:
Hybrid

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.