Job Description
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.
Must have:
- Bachelor’s degree or equivalent experience required
- Must have 3+ years of overall work experience.
- 1+ years of established experience with Sage 50, Accounting SW, accountant solutions or Customer Success.
- Excellent interpersonal and written communication skills
- Strong presentation skills and comfortable using Webex or Zoom
Salesforce.com experience preferred but not essential
Plenty of perks:
- 100% paid premiums for health, dental, and vision coverage.
- RRSP contribution match (100% up to 4%).
- 35 days paid time off (11 paid holidays, 16 vacation days, 3 personal days, 5 sick days).
- 18 weeks of paid parental leave for birth, adoption, or surrogacy offered 1 year after the start date.
- 5 days paid yearly to volunteer (through Sage Foundation).
- $5,250 tuition reimbursement per calendar year starting 6 months after the hire date.
- Sage Wellness Rewards Program (annual fitness reimbursement).
- Library of on-demand career development options and ongoing training offerings.
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Job Tags
Work experience placement