Customer Success Manager at Sage

Job Description

• You will be responsible for maximizing customer retention and success in high value customers, nurturing customer advocacy and will support in identifying upsell and cross sell opportunities. In this role you will act as an advisor to your designated customers, enabling them to achieve ongoing value from their investment in Sage Software.
• You will establish yourself as a trusted advisor and product expert, leveraging your keen influencing skills and internal network to support prompt resolution of escalated customer issues.
• You are responsible for managing relationships and engagements with C-level executives to drive platform growth and ultimate customer lifetime value.

Key Responsibilities

• Deliver revenue performance and operational outcomes in line with budgetary expectations and performance KPI’s
• Demonstrate ongoing value realisation by defining and documenting the customer’s business objectives, definition of success and key success milestones; performing periodic business reviews and demonstrating ROI achieved
• Develop and maintain strong professional relationships with customers to ensure their satisfaction and retention, helping to grow incremental revenue
• Align, Influence and manage across lines of business to drive business value and ensure prompt resolution of escalated issues
• Build strong alliances with Business Partners to facilitate successful implementation and ensure a fully aligned engagement between Sage, BP and Customer
• Provide accurate and timely forecasting for monthly, quarterly and annual performance to the Manager, Customer Success, including risk and opportunity analysis
• Maintain methods of monitoring customer success, including early warning systems and proactive Red Account management and mitigation
• Nurture customer reference-ability and advocacy in collaboration with C4L Marketing
• Be the customer advocate internally with in Sage, providing feedback to internal teams (Product, Support, Ops, Sales) with keen focus on ensuring a superior customer experience
• Other duties as required from time to time.

Skills, Know-how and Experience

Must have:

• Solid understanding of customer success or customer experience and a keen customer service orientation
• Self -Starter, capable of managing own performance to budget and key performance metrics
• Capable team player with well-developed influencing and negotiating skills
• Highly organised with demonstrated ability to manage numerous competing demands in a fast paced and rapidly changing environment
• Strong Collaboration and Team work capability, especially in a matrix organisation
• Self-motivated (“Can Do”) attitude with high level of personal drive
• Proven track record in building and maintaining C-level relationships with multiple stakeholders across diverse constituencies (Internal and External)
• Strong communication and presentation capability
• 5+ years’ experience in a project delivery, account management or service role

Preferred:

• Experience in selling, implementing or supporting one or more Sage Solution
• Experience in Customer Success related field.