Customer Support Account Manager

1 week ago

Toronto, Canada Sage Full time

**Advert**
- People make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them: people have helped us grow for more than thirty years, and people are driving our future as a great SaaS company. We're writing our next chapter. Be part of it
At Sage, we recognize that the world of work has rapidly shifted over the last few years, particularly how we work. That is why we have committed to working in a hybrid way going forward. Human connection is an essential ingredient of the 4 principles that make up our Flexible Human Work hybrid framework and we want to be transparent in what that looks like when you join our Sage family. On one hand, our offices will continue to play an important role in our future and serve as a place for spontaneous conversations, connection, collaboration as well as focused time. On the other hand, we have learned to reimagine where and when we work and to unlock that flexibility and innovation for our colleagues offering them the opportunity to work flex across their home, Sage offices or customer sites.

**Key Responsibilities**
- Key accountabilities and decision ownership:

- Maintains collaborative and proactive relationships with the affected customer(s), partner(s) and internal clients. Facilitates resolutions of escalations by coordinating, communicating, and negotiating with Sales, Engineering, Product Management, and other Sage teams worldwide to help improve customer satisfaction, and to rebuild customer trust and loyalty
- Maintains and distributes Top Level Care and Critical Care Management reporting to track escalations and trend issues for Support, Engineering, Product Management, Sales, and Executive teams related to product performance, stability, functionality, compatibility, integration, quality and enhancements.
- Represents the Customer's perspective in product and service life cycle discussions and activities to help improve product quality and customer experience
- Manages the defect process within Customer Support, working closely with Support staff and management, Engineering, Product Management and global teams to ensure Customer interests are incorporated into prioritization and resolution timeframes. Monitors the success of Service Level Agreements to ensure timely delivery of fixes. Manages Customer expectations throughout the process.
- Develops and maintains documentation for all Customer Support Account Manager processes and tasks related to the role to encourage consistency in the delivery of service to customers and partners
- Conducts scheduled meetings with partners to review current opened support cases and proactively communicate information to partners regarding product, process or policy changes.
- Oversee and participate in a proactive outreach to Sage customers to check on the customer’s consumption of Sage products and collect any feedback regarding Sage Customer Support and Products.

**Experience**:

- Bachelor’s degree in management, business, technical systems, accounting, or related field preferred
- Requires 5+ years of experience in a fast-paced customer-facing role
- Demonstrated knowledge of Sage products, typically associated with two years of experience or more preferred
- Experience working with strategic customers in the business software industry; account management experience or aptitude required
- Project management or project lead experience preferred
- Business analyst background preferred
- Proficiency in Microsoft Office Suite
- Able to travel, if needed

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