Customer Success Consultant

3 weeks ago

Richmond, Canada Sage Full time

As our Customer Success Consultant, you will support our Small Segment and Mid-Market customers, specifically within the S300 partner base. This role will be key to ensuring our valued customers' successful implementation, onboarding, and ongoing satisfaction.

Every day, you will work in close collaboration with the In life sales teams, the primary responsibility of this role will be to conduct presales demos for Sage HR, ensuring a seamless transition to implementation for every new customer. To thrive in this role, you will drive satisfaction by helping them fully leverage the product, maximizing its value to meet their needs and ensure successful adoption. In addition to core responsibilities, this role will also include leadership opportunities, such as mentoring and coaching existing Customer Success Representatives and supporting the onboarding process for new hires. You will also be able to participate in various ad-hoc projects to improve team performance, processes, and overall customer success initiatives.

**This is a hybrid role that requires you to come into the Sage downtown Vancouver office 3 days a week**

**Key Responsibilities**
- Lead tailored, high-impact product demos for potential customers in the Small Segment and Mid-Market, focusing on Sage HR's unique value. Collaborate with sales teams to understand customer needs and customize presentations that address specific challenges.
- Oversee the onboarding process for new customers in small segments, ensuring a smooth and efficient transition from sales to implementation. Work closely with customers to ensure they are set up for success, guiding them through initial configuration and setup to ensure they’re fully equipped to leverage the product.
- Plan, develop, and lead regular 1 to many customer webinars, focusing on the onboarding process, best practices, and advanced features using Sage HR. Ensure that these sessions are engaging and educational, providing real value to customers.
- Act as a point of escalation for customer onboarding issues, collaborating with internal teams to resolve problems quickly and effectively. Address concerns in a timely, solution-oriented manner to ensure high customer satisfaction.
- Mentor and coach existing Customer Success Representatives, helping them improve their product knowledge, customer interaction skills, and overall performance. Guide new hires during onboarding and training, fostering a collaborative and supportive team environment.

Qualifications:

- Minimum 5+ years of experience in customer-facing, preferably in customer success/sales, team leadership, or a related field.
- Experience working with mid-market customers, promoting value through customer experience while maintaining high customer service standards and delivering on KPIs.
- Strong business acumen skills, with the ability to understand and align with customers' business strategies.
- Comfort and confidence in engaging with C-level executives and key customer stakeholders, fostering strong, high-level relationships.
- Excellent problem-solving skills with extraordinary resourcefulness, flexibility, and adaptability.
- Proficiency in accounting software platforms, such as Sage 50, QBO, Sage 300, or similar mid-market solutions.

Perks? We have plenty:

- 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.

Dig deeper about who we are:
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 commission) for new hires is $68,000 to $92,000.

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