• Customer Success Specialist

    Sage (Lawrenceville, GA)


    Customer Success Specialist

    Job Description:

    The Sage Customer Success team’s sole mission is to ensure the success of our customers. The Sage 50 Customer Success Specialist (CSS) is responsible for providing technical leadership, innovations, and capabilities to the Sage 50 customer base with an aim to increase adoption, drive greater business value, and increase customer satisfaction.

     

    As a CSS you will help guide customers through their Sage journey by developing an understanding of their business requirements and goals, and how they are using our small business segment solutions. Leveraging this customer knowledge, and deep Sage 50 product expertise, you will provide adoption, industry and implementation best practices and personalized recommendations to ensure your customers maximize value from their investment in our solutions (cloud and cloud connected products). You will also serve as an escalation point when needed to facilitate the resolution of unexpected issues, connecting customers with the right resources for assistance and working with our technical support team to provide the appropriate business and technical context to ensure resolution.

    Key Responsibilities:

    • Be a trusted technical advisor to customers throughout the customer journey, by assisting with product enablement questions that maximize customers’ utilization of the Sage 50 platform.

    • Engage in ad-hoc meetings with customers, providing relevant adoption and technical recommendations to ensure they are leveraging the solution and achieving success, engaging other Sage resources as necessary.

    • Assist in churn reduction initiatives, including ongoing outreach to at-risk customer segments.

    • Actively identify upsell and cross-sell opportunities throughout the Sage ecosystem.

    • Monitor and identify trends in adoption and active usage by customers, to help management address gaps and identify churn mitigation initiatives.

    • Identify and assess renewal risks and collaborate with internal teams to mitigate.

    • Assist with high severity request or issue escalations as needed.

    Requirements:

    • Bachelor’s degree or equivalent relevant experience

    • 2+ years of customer-facing experience in either customer support or customer success

    • Excellent interpersonal and written communication skills

    • Strong presentation skills

    Highly preferred:

    • Prior experience with Sage 50 or other customer accounting software

    • Experience with Salesforce

    Plenty of perks:

    • 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

    What it’s like to work at Sage:

    Careers homepage -https://www.sage.com/en-us/company/careers/

     

    Glassdoor reviews -https://www.glassdoor.com/Reviews/Sage-Reviews-E1150.htm

     

    LinkedIn page -https://www.linkedin.com/company/sage-software

    #LI-MT1

    Function:

    Sales

    Country:

    United States

    Office Location:

    Lawrenceville

    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 [email protected].

     

    Learn more about DEI at Sage:sage.com/en-us/company/careers/diversity-equity-and-inclusion/

     

    Equal Employment Opportunity (EEO)

     

    Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities.

     

    In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.