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Sage · 22 hours ago

Customer Success Consultant

Atlanta, GA

Full-time

Hybrid

Entry, Mid Level

2+ years exp

Sage is seeking a high energy, proactive Customer Success Consultant to join their Customer Success Team. The role involves developing customer relationships to promote retention and loyalty, ensuring customers are satisfied with the services they receive, and maximizing the value of Sage's products and services.

Business Information SystemsEnterprise SoftwareHuman ResourcesInformation TechnologySoftware

Responsibilities

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

Qualification

Customer success experienceAccounting principles knowledgeSage 50 proficiencyFluency in EnglishFluency in FrenchProblem-solving skillsCommunication skillsRelationship buildingFlexibilityAdaptability

Required

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