Customer Success Manager - Maternity Cover

Job Details: Customer Success Manager - Maternity Cover

Full details of the job.

Job Title: Customer Success Manager - Maternity Cover

Job Description

Job Purpose:
The Customer Success Manager 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. Your primary goal is to ensure that Sage customers achieve their desired business goals and continue their journey with Sage.

About the Team:
The sole mission of our Customer Success teams is to ensure customers achieve their desired outcomes and recognize value from their investment. 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 team and ultimately reporting to the Director of Customer Success.

Key Responsibilities:

1. Develop a trusted advisor relationship with customer key stakeholders and executive sponsors.
2. Develop and maintain customer success plans, leveraging comprehensive understanding of products and platform.
3. Adhere to Success Team’s KPIs.
4. Train and coach colleagues on the systems and associated processes.
5. Increase and maintain customer CSAT and NPS scores.
6. Identify and drive large change initiatives to improve operational efficiency.
7. Initiate and drive internal and customer thought leadership and knowledge sharing sessions.
8. Serve as the ‘voice of the customer’ to product management.
9. Handle overall responsibility for managing the customer relationship with Sage’s mid-market and strategic Customers.
10. Support the Community Administrator and Customer Services in Success related queries.
11. Assist with high severity request or issue escalations as needed.
12. Ensure customer engagement with newsletters, webinars, and events.
13. Identify and assess renewal risks for customers’ license subscriptions.
14. Manage complex renewal processes and collaborate with senior members of the business.
15. Facilitate customer journey from Implementation to Success.

Function: Customer Operations

Country: United Kingdom

Office Location: Winnersh; Newcastle

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. Our colleagues are the best of the best, which is why we were awarded 2024 Best Places to Work by Glassdoor. 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 careers@sage.com.