Job Description
As our Customer Success Consultant, you will collaborate closely with the Sage 50 sales teams. Every day, you will be responsible for developing customer relationships that promote retention and loyalty. Your responsibility is to work closely with customers to make sure they are satisfied with the services they receive and to support them in entirely using their product. This will be achieved through a structured multi-channel contact strategy and a Customer Success Program to maximize the value of the selected products and services. To thrive, you must work closely with Sage teams to ensure timely and efficient execution. This will be driven by a consultative approach based on the customer needs and aspirations for their business.
***This is a hybrid role that requires you to come into the Sage downtown Vancouver office 3 days a week***
Key Responsibilities
Engage through outbound calls to connect clients to our solutions to increase retention and adoption of their solutions.
Develop a trusted advisor relationship with key customer stakeholders and executive sponsors such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their solution to be realized.
Maintain a high level of product knowledge and leverage it to provide relevant adoption and technical recommendations on solutions and enhancements customized to customers’ business needs.
Work with customers to ensure they gain the total value of their Sage solutions by defining the desired business outcomes and building a Customer Success Plan with the appropriately identified objectives, stakeholders, milestones, risks, and metrics needed to achieve them.
Be accountable for driving high usage of products and services by executing an Adoption Plan utilizing customer telemetry data to proactively intervene and manage churn risk.
Qualifications:
Preferred 2+ years of experience in customer success, pre/post sales, and/or customer service in a fast-paced environment.
Familiarity with accounting software and a solid understanding of accounting principles.
Enthusiastic and caring about clients’ needs, wants, and challenges nature willing to go above and beyond to empower businesses for success.
Exceptional ability to communicate and foster positive relationships.
Excellent problem-solving skills with extraordinary resourcefulness, flexibility, and adaptability.
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
The compensation will be determined by location, level, job-related knowledge, education, and experience. Certain provinces in Canada require job postings to include a reasonable estimate of the salary range applicable to the role.
For this role, in those locations, the target salary range + OTE (on target earnings with bonus commission) for new hires is $67,500 to $77,625.
In addition to base salary, employees will participate in either a bonus plan based on company and individual performance or a role-based commission plan. Our talent acquisition team will provide specific opportunities on our bonus or incentive programs to eligible candidates. The range listed is just one component of the Sage total compensation package.
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