Job Details: Customer Success Consultant
We are rapidly expanding our Customer Success team and looking for a high energy, proactive Customer Success Consultant. The Customer Success Consultant is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to support them to fully utilize their product. This will be achieved through a structured multi-channel contact strategy coupled with a Customer Success Program with the goal of maximizing the value of products and services selected. This will be driven by a consultative approach based on the customer needs and aspirations for their business.
Key Responsibilities
- Engage through outbound calls to connect clients on our small business solutions to increase retention and adoption of their solutions.
- Develop a trusted advisor relationship with customer key 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 that they gain the full value of their Sage solutions by defining the desired business outcomes and build a Customer Success Plan with the appropriately identified objectives, stakeholders, milestones, risks, and metrics needed to achieve them.
Required Experience
- Minimum 3+ years of experience in customer success, pre/post sales and/or customer service in a fast-paced environment.
- Experience working with small business clients promoting value through customer experience while maintaining high standards of customer service and delivering on KPIs.
- Enthusiastic and caring about clients’ needs, wants, and challenges; willing to go above and beyond to empower businesses for success.
- Exceptional ability to communicate and foster positive relationships.
- Excellent problem-solving skills with a high degree of resourcefulness, flexibility, and adaptability.
- Strong knowledge of accounting principles and financial reporting.
- Proficiency in accounting software platforms, such as Sage 50, Sage HR, Sage Accounting, and other similar solutions.
- Technical skills required. Experience in implementing and configuring accounting software is preferred.
- Fluency in English, and in French – an asset.
- Business-related bachelor’s degree or equivalent experience required.
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 national 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.
Compensation
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 for new hires is $61,000 to $81,400. 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.
Workplace Information
Function: Sales
Country: Canada
Office Location: Richmond
Work Place Type: Hybrid
Company Culture
People make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them: people have helped us grow for more than forty years, and people are driving our future as a great SaaS company. We're writing our next chapter. Be part of it!
At Sage, we recognize that the world of work has rapidly shifted over the last few years, particularly how we work. That is why we have committed to working in a hybrid way going forward. Human connection is an essential ingredient of the 4 principles that make up our Flexible Human Work hybrid framework and we want to be transparent in what that looks like when you join our Sage family.
We invite you to join us and help us write our next chapter. Follow us on our social media sites to join in conversations about open positions and company news! #lifeatsage #sagecareers.
If you would like support with your application (or require any adjustments) please contact us at careers@sage.com for assistance. Sage invites all qualified individuals including women, visible minorities, Indigenous Peoples, persons with disabilities, persons of diverse sexual orientation, gender identity or expression (LGBTQ2S+), and others who reflect our ever-changing workplace.
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