The Customer Success Manager in the Enterprise/Medium Segment 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. You will be the trusted advisor who translates the business strategy into a Customer Success plan. This will ensure that Sage customers achieve their desired strategic business goals, recognize their return on investment and become advocates. 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. Develop and maintain customer success plans, charting a path to the customer’s desired outcome with Sage, leveraging comprehensive understanding of Sage's products and platform to provide relevant adoption and technical recommendations on solutions and enhancements customized to customers’ business needs

About the Team:

The sole mission of the Sage UKI Customer Success team is to ensure customers’ success. 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 Success team and ultimately reporting to the Director of Customer Success.

Critical Capabilities for all team members:

o To be part of the winning team who delivers a seamless, consistent customer experience collectively
o To ensure that all forms of communication with our customers (verbal, written and in person and virtually) are delivered to the highest professional standards through the customer journey
o To understand our wider ecosystem capabilities, marketplace partners and complementary solutions to offer innovative solutions beyond the functional scope.
o To have a general industry awareness to allow more informed business discussions with customers to develop and build a deep trusted advisor status.
o Be highly conscious and aware of doing the right things at the right time
o Using emotional intelligence to demonstrate awareness of situations, personalities, cultures, beliefs, environment and adapt own style to have a positive impact on colleagues and customers


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Key Responsibilities

Adhere to Success Team's KPI's

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

Participate on 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

Manage the renewal process and collaborate with senior members of the team to build commercially viable offerings at renewal

Facilitate customer journey from Implementation to Success

Requirements

The ability to work within customer success framework taking ownership and accountability.

Identify and actioning appropriate steps to solve basic solution problems

Proven track record in turning red accounts around through technical proficiency and partnership with customer stakeholders

Awareness of Experience in delivering Customer Success with the understanding of a customer success methodology, including NPS

Working knowledge and understanding of SaaS Finance solutions

Fundamental understanding of Finance business processes

Excellent customer facing skills

Comfortable in running executive system review meetings, engaging with C-level sponsors

Strong analytical and communication skills

o Lead Meetings and/or host webinars
o Basic use of Microsoft Office Suite

Proven ability to engage across corporate functions (Sales, Marketing, Customer Support, Professional Services, Legal and Product Management)

Preferred

Experience in finance operations within industry and/or consultancy

Experience in customer success/account management/Implementation