Bilingual Customer Success Consultant

3 months ago

Richmond, Canada Sage Full time

As our Bilingual French/English Customer Success Consultant, you will play a pivotal role in fostering accountant relationships to drive retention and loyalty every day. To thrive in this role, your primary responsibility is to work closely with clients from bookkeeping and accounting firms, ensuring they're satisfied with our services while maximizing the utilization of our product offerings.

**Key Responsibilities**
- Conduct outbound calls to onboard accountants/bookkeepers onto our Sage for Accountants platform, enhancing both retention and adoption of our solutions.
- Maintain a comprehensive understanding of our products and leverage this knowledge to provide tailored adoption and technical recommendations aligned with practice owners’ business requirements.
- Drive product and service usage among accountants/bookkeepers through the execution of Adoption Plans, utilizing customer telemetry data to address churn risk proactively.
- Act as the customer advocate, conveying actionable feedback to internal teams to drive customer success across various areas such as proposition, product, service, and sales.
- Foster and strengthen collaboration with relevant departments and colleagues, including the Sales, Product, and Marketing teams.

Skills, Knowledge, and Experience:

- Fluent in both English and French, written and spoken.
- A minimum of 3 years of experience in customer success, pre/post sales, and/or customer service within a fast-paced environment.
- A background in accounting/finance is preferred.
- Proficiency in accounting software platforms, such as Sage 50 or similar solutions.
- Outstanding communication skills with a proven ability to cultivate positive relationships.

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 reimbursement).
- Library of on-demand career development options and ongoing training offerings.

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 $75,000.

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