Customer Success Manager
Apply NowCompany: Sage Group plc
Location: Austin, TX 78745
Description:
Job Title
Customer Success Manager
Job Description
The primary role of the Customer Success Manager (CSM) is to help our customers achieve their business goals through Sage's retail offerings, thereby retaining and growing their business relationship with Sage.
The Customer Success Manager (CSM) is a critical role within the Customer Success Team, where our goal is to ensure the success of our customers. Sage Retail's CSMs proactively drive customer retention through proactive account management, adoption review, issue management, developing success plans & driving related actions, understanding support health, identifying best business practices, and tracking various other risk factors.
This is a great opportunity for someone with a passion for customer success, and a previous background in supporting similar solutions and who wants to provide a superior customer experience and increase value through customer engagement.
Key Responsibilities
Provide exceptional account management for all requests (business and technical) from assigned customer accounts
Successfully manage a book of business: taking on new clients following implementation, continually provide advice and guidance, respond to client questions in a timely manner, provide retail forecasting, and inventory planning best practices
Perform periodic business reviews to ensure clients are achieving their business goals
Monitor TAM dashboard for open issues, customer satisfaction (CSAT), and account health
Escalate issues as needed, addressing risks and ensuring timely resolution
Track account adoption, utilization, and identify opportunities for upselling
Possess a deep understanding of the customers' goals via success plans
Obtain and coordinate product roadmap and release schedule with customers, including new features, partners, and market positioning
Possess and maintain a deep understanding of the product
Provide feedback to Product and Engineering teams related to product improvements enhancing customer engagement based upon their needs and expectations
Work to set priorities and establish a technical health plan for open problems and resolve issues in a timely manner
Partner with commercial account managers to ensure a smooth lead up to contract renewals
Must have skills:
3 years' experience of technical account management in support of a similar product
3 years of experience working in an advisory capacity to professional roles such as C-suite, financial, operational, sales, purchasing, and operational
Demonstrated excellent organizational and project management skills
Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations
Proven leadership skills and problem-solving skills
Strong written and verbal communication skills
Preferred skills:
Retail Operations
Inventory Forecasting
Planning & Budgeting
Technical qualifications:
Salesforce (SFDC)
API
SQL,
Markup (HTML, XML, etc.)
Scripting
ETL/Data Science
Perks? We have plenty.
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
Dig deeper about who we are:
Who is Sage: https://www.sage.com/en-us/company/about-sage/
Life at Sage: https://www.sage.com/en-us/company/careers/
Our Values & Behaviors: https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be
How we make a difference: https://www.sage.com/en-us/company/sage-foundation/
Sage Business Cloud - SaaS for Every Business: https://www.sage.com/en-us/products/
#LI-MT1
Function
Customer Operations
Country
United States
Office Location
Austin
Work Place type
Hybrid
Advert
Working at Sage means you're supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.
Our colleagues are the best of the best. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.
Learn more about working at Sage: sage.com/en-us/company/careers/working-at-sage/
Watch a video about our culture: youtube.com/watch?v=h1-vs3zIpnc
We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out at [redacted].
Learn more about DEI at Sage: sage.com/en-us/company/careers/diversity-equity-and-inclusion/
Customer Success Manager
Job Description
The primary role of the Customer Success Manager (CSM) is to help our customers achieve their business goals through Sage's retail offerings, thereby retaining and growing their business relationship with Sage.
The Customer Success Manager (CSM) is a critical role within the Customer Success Team, where our goal is to ensure the success of our customers. Sage Retail's CSMs proactively drive customer retention through proactive account management, adoption review, issue management, developing success plans & driving related actions, understanding support health, identifying best business practices, and tracking various other risk factors.
This is a great opportunity for someone with a passion for customer success, and a previous background in supporting similar solutions and who wants to provide a superior customer experience and increase value through customer engagement.
Key Responsibilities
Provide exceptional account management for all requests (business and technical) from assigned customer accounts
Successfully manage a book of business: taking on new clients following implementation, continually provide advice and guidance, respond to client questions in a timely manner, provide retail forecasting, and inventory planning best practices
Perform periodic business reviews to ensure clients are achieving their business goals
Monitor TAM dashboard for open issues, customer satisfaction (CSAT), and account health
Escalate issues as needed, addressing risks and ensuring timely resolution
Track account adoption, utilization, and identify opportunities for upselling
Possess a deep understanding of the customers' goals via success plans
Obtain and coordinate product roadmap and release schedule with customers, including new features, partners, and market positioning
Possess and maintain a deep understanding of the product
Provide feedback to Product and Engineering teams related to product improvements enhancing customer engagement based upon their needs and expectations
Work to set priorities and establish a technical health plan for open problems and resolve issues in a timely manner
Partner with commercial account managers to ensure a smooth lead up to contract renewals
Must have skills:
3 years' experience of technical account management in support of a similar product
3 years of experience working in an advisory capacity to professional roles such as C-suite, financial, operational, sales, purchasing, and operational
Demonstrated excellent organizational and project management skills
Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations
Proven leadership skills and problem-solving skills
Strong written and verbal communication skills
Preferred skills:
Retail Operations
Inventory Forecasting
Planning & Budgeting
Technical qualifications:
Salesforce (SFDC)
API
SQL,
Markup (HTML, XML, etc.)
Scripting
ETL/Data Science
Perks? We have plenty.
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
Dig deeper about who we are:
Who is Sage: https://www.sage.com/en-us/company/about-sage/
Life at Sage: https://www.sage.com/en-us/company/careers/
Our Values & Behaviors: https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be
How we make a difference: https://www.sage.com/en-us/company/sage-foundation/
Sage Business Cloud - SaaS for Every Business: https://www.sage.com/en-us/products/
#LI-MT1
Function
Customer Operations
Country
United States
Office Location
Austin
Work Place type
Hybrid
Advert
Working at Sage means you're supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.
Our colleagues are the best of the best. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.
Learn more about working at Sage: sage.com/en-us/company/careers/working-at-sage/
Watch a video about our culture: youtube.com/watch?v=h1-vs3zIpnc
We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out at [redacted].
Learn more about DEI at Sage: sage.com/en-us/company/careers/diversity-equity-and-inclusion/