Customer Success Specialist

Sage Group - Lawrenceville, GA

Full-time - Mid Level

Lawrenceville, GA

Professional, Scientific, and Technical Services

About the position

The Customer Success Consultant at Sage is dedicated to ensuring customer satisfaction and success by providing technical leadership and personalized recommendations. This role involves guiding customers through their Sage journey, understanding their business needs, and leveraging Sage 50 product expertise to maximize the value of their investment. The consultant will also serve as an escalation point for resolving issues and will actively engage in initiatives to reduce churn and identify upsell opportunities.

Responsibilities

• Be a trusted technical advisor to customers throughout the customer journey, assisting with product enablement questions to maximize utilization of the Sage 50 platform.
• Engage in ad-hoc meetings with customers, providing relevant adoption and technical recommendations to ensure they leverage the solution and achieve success.
• 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.

Requirements

• Bachelor's degree or equivalent experience required
• 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.

Nice-to-haves

• Salesforce.com experience preferred but not essential

Benefits

• 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