Job Detail

Customer Success Manager

Customer Success Manager

Sage Group PLC

London, England

Job ID : 66467151325352455259445a6b4635424b673d3d

Job Description :

Job Description
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


#LI-MW1

Key Responsibilities
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
  • Company Details :

    Name : Sage Group PLC

    CEO : Steve Hare

    Headquarter : Newcastle upon Tyne, United Kingdom

    Revenue : $2 to $5 billion (USD)

    Size : 10000+ Employees

    Type : Company - Public

    Primary Industry : Enterprise Software & Network Solutions

    Sector Name : Information Technology

    Year Founded : 1981

    pixelaxiom.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, pixelaxiom.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, pixelaxiom.com is the ideal place to find your next job.

    Details

    : London, England

    : 38400 - 64719 GBP ANNUAL

    : 4 days ago

    Share Job :

    Related Jobs

    Manchester, England

    32000 - 50000 GBP ANNUAL

    Full Time

    We dont mind how long youve worked in your previous role or the types of products or materials youve worked with, but you need to have entrepreneurial flair

    Surrey

    33706 - 40588 GBP ANNUAL

    Full Time

    Are you a client focused and super organised, HR Operations professional, looking to join a new busy and dynamic HR Services Team? If you are a confident and

    Hinckley, England

    Full Time

    From welcoming customers into your store to making sure the shop floor is spotless or lending a hand in the stockroom, youll take great pride in being the face

    Data Entry Work

    Gifts Direct 2 U Ltd

    Fareham, England

    10.5 GBP HOURLY

    Full Time

    Working with Xero, processing sales invoices to coding and VAT specifications. General administration support across the office team and any other reasonable

    Finance Placement Student

    Manchester University NHS Foundation Trust

    Manchester, England

    20270 - 21318 GBP ANNUAL

    Full Time

    Weve also created a digitally enabled organisation to improve clinical quality, patient & staff experience, operational effectiveness & driving research and