Customer Success Consultant

We are rapidly expanding our Customer Success team and seeking a high-energy, proactive Customer Success Consultant for Sage Intacct. As our Customer Success Consultant, every day, you will play a pivotal role in ensuring our valued mid-market customers' successful implementation, onboarding, and ongoing satisfaction.

To thrive in this role, you must collaborate closely with the Intacct Acquisition Sales group and In Life renewal group; the primary responsibility of this role will be to guarantee that every new customer is seamlessly implemented, ensuring customers are satisfied with the services they receive and to support them to utilize their product entirely. Additionally, this role will conduct business reviews to identify opportunities for add-on modules, contributing to a seamless renewal process.

**Key Responsibilities**
- Oversee the implementation process for new accounts and work closely with the implementation partner to ensure timely and efficient execution.
- During the implementation process, promptly monitor and address any escalations, working collaboratively with internal teams to resolve issues and ensure customer satisfaction.
- Conduct thorough post-sales business reviews with customers to assess their satisfaction, identify pain points, and explore opportunities for improvement.
- Be accountable for driving high usage of products and services by executing an Adoption Plan utilizing business intelligence data to intervene and manage churn risk proactively.
- Proactively identify opportunities for customers to benefit from add-on modules or services that enhance their overall experience and success.
- Collaborate closely with cross-functional teams, including Sales, Product Development, and Support, to drive client success and product improvement.

Qualifications:

- Minimum 5+ years of experience in a customer-facing role, preferably in customer success, account management, or a related field
- Experience working with mid-market customers, promoting value through customer experience while maintaining high customer service standards and delivering on KPI metrics.
- Comfort and confidence in engaging with C-level executives and key customer stakeholders, fostering strong, high-level relationships.
- Strong knowledge of accounting principles and financial reporting, and proficiency in SAP and accounting software platforms like Sage Intacct, Sage 300, or similar mid-market solutions.
- Experience in implementing and configuring accounting software or ERP systems is preferred.
- Fluency in English and French is preferred, as well as the ability to travel: approximately 5% of travel may be required for this position.

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, the target salary range for new hires in those locations is $67,500 to $96,000.

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