Sage
Customer Success Program Manager
Sage, Atlanta, Georgia, United States, 30383
Job DescriptionAs the Customer Success Program Manager for the Global Centre of Excellence, you are pioneering a new way for our Customer Success teams around the world to interact with customers throughout their lifecycle. You will analyze then build and own the creation of key programs that will drive customer value, retention, and growth. You have prior experience working with customers and care deeply about unlocking their potential through the combination of data and human-centered strategies.Responsibilities
Serve as a Management Consultant across all global Customer Success teams to understand the steady-state, diagnose the gaps that need to be addressed, and propose effective solutionsTransform retention programs globally to align with Global Blueprint for Customer SuccessEngage directly with account managers and customers to surface anecdotes, data, and trends to drive a clearer understanding of opportunities to improve the customer lifecycleDrive cross-functional collaboration with Commercial and Product teams, ensuring that product advocacy efforts are aligned with improved customer outcomesPartner with Marketing to develop and deploy digital CS motion where applicableMeasure success and failure of each strategy deployed, frequently communicating outcomes to all key stakeholdersDevelop assets for CS training and education in partnership with CS Ops, including: playbooks, templates, and checklistsUse data and building analytics to identify and interpret trends, suggesting solutions or recommendations.Qualifications
5+ years experience in a Customer Success Program roleAbility to approach a problem, break it down into logical components, and solve through quantitative and qualitative thinkingExecution capabilities as it relates to managing time, multiple projects, and risk profiles effectivelyProcess-oriented with comfort using systems to track and report on customer activitiesEstablish trust-based relationships with Customer Success teams to encourage adoption of your programsDesire to improve the quality of a customer’s experiencePlenty of perks:
Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)Comprehensive health, dental and vision coverage401(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 date5 days paid yearly to volunteer (through Sage Foundation)$5,250 tuition reimbursement per calendar year starting 6 months after hire dateSage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)Library of on-demand career development options and ongoing training offeringsWhat 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
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Serve as a Management Consultant across all global Customer Success teams to understand the steady-state, diagnose the gaps that need to be addressed, and propose effective solutionsTransform retention programs globally to align with Global Blueprint for Customer SuccessEngage directly with account managers and customers to surface anecdotes, data, and trends to drive a clearer understanding of opportunities to improve the customer lifecycleDrive cross-functional collaboration with Commercial and Product teams, ensuring that product advocacy efforts are aligned with improved customer outcomesPartner with Marketing to develop and deploy digital CS motion where applicableMeasure success and failure of each strategy deployed, frequently communicating outcomes to all key stakeholdersDevelop assets for CS training and education in partnership with CS Ops, including: playbooks, templates, and checklistsUse data and building analytics to identify and interpret trends, suggesting solutions or recommendations.Qualifications
5+ years experience in a Customer Success Program roleAbility to approach a problem, break it down into logical components, and solve through quantitative and qualitative thinkingExecution capabilities as it relates to managing time, multiple projects, and risk profiles effectivelyProcess-oriented with comfort using systems to track and report on customer activitiesEstablish trust-based relationships with Customer Success teams to encourage adoption of your programsDesire to improve the quality of a customer’s experiencePlenty of perks:
Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)Comprehensive health, dental and vision coverage401(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 date5 days paid yearly to volunteer (through Sage Foundation)$5,250 tuition reimbursement per calendar year starting 6 months after hire dateSage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)Library of on-demand career development options and ongoing training offeringsWhat 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
#J-18808-Ljbffr