Customer Success Manager in hybrid, United States

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/

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Function:

Customer Operations

Country:

United States

Office Location:

Austin

Work Place type:

Hybrid

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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 atcareers@sage.com.

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.