What are the responsibilities and job description for the Customer Success Advocate position at Sage?
Job Description
We are seeking a Customer Success Advocate (CSA) to join our dynamic Customer Success team. This role focuses on enhancing customer satisfaction, improving product adoption, and supporting Sage HCM’s Customer Journey. As a CSA, you will act as a trusted product expert, assisting Account Managers with inquiries, resolving customer concerns, and driving greater engagement through milestones, references, and Community involvement.
*This is a hybrid role: 3 days per week onsite*
Key Responsibilities
Key Responsibilities:
We are seeking a Customer Success Advocate (CSA) to join our dynamic Customer Success team. This role focuses on enhancing customer satisfaction, improving product adoption, and supporting Sage HCM’s Customer Journey. As a CSA, you will act as a trusted product expert, assisting Account Managers with inquiries, resolving customer concerns, and driving greater engagement through milestones, references, and Community involvement.
*This is a hybrid role: 3 days per week onsite*
Key Responsibilities
Key Responsibilities:
- Be a leading product expert for Account Manager inquiries
- Increase product adoption based on interacting with Sage HCM customers as product-related questions arise
- Serve as a liaison between Customer and Internal Teams to provide detailed customer requirements for solutions
- Subject matter expert in Sage HCM solutions and module add-ons
- Help drive Product Management roadmap through the voice of the Customer
- Work alongside Customer Strategy & Value Teams to drive product adoption
- Monitor product usage and patterns
- Recommend training paths for success by customer role
- Support escalation management
- Customer Account Review participation leading Value Assessments
- Aid in the development and execution of customer onboarding deliverables
- Participate in Community Q&A
- Bachelor’s Degree in Business, Accounting, or a related field required
- Proficiency in HCM software and accounting software platforms
- Strong knowledge of HR and Payroll software
- Professional services, solution consulting, or consulting backgrounds desired
- Ability to interact with customers, review complex requirements, and provide detailed solutions
- Ability to work with other departments at Sage HCM and Intacct (Professional Services, Support, Product Management, Engineering, Sales, etc.)
- Strong written and verbal communication skills required
- 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