Customer Service Representative / Agent, expérience clients

As our Customer Success Consultant, you will be responsible for developing customer relationships that promote retention and loyalty every day. To thrive in this position, you will work closely with customers to make sure they are happy with the services they receive and to support them in fully utilizing their product. This will be achieved through a structured multi-channel contact strategy and a Customer Success Program to maximize the value of the selected products and services. This will be driven by a consultative approach based on the customer needs and aspirations for their business.

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

Develop a trusted advisor relationship with key customer stakeholders and executive sponsors such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their solution to be realized.

• Maintain a high level of product knowledge and leverage it to provide relevant adoption and technical recommendations on solutions and enhancements customized to customers’ business needs.
• Work with customers to ensure they gain the full value of their Sage solutions by defining the desired business outcomes and building a Customer Success Plan with the appropriately identified objectives, stakeholders, milestones, risks, and metrics needed to achieve them.
• Be accountable for driving high usage of products and services by executing an Adoption Plan utilizing customer telemetry data to proactively intervene and manage churn risk.
• Serve as the customer advocate to ensure that actionable feedback is passed to the internal teams that need to be taken to help make our customers successful, e.g., proposition, product, service, sales, etc.

English proficiency, written and spoken, is required. French language skills are considered a valuable asset.

• Minimum 2+ years of experience in customer success, pre/post sales, and/or customer service in a fast-paced environment.
• Experience working with small or mid-market clients and/or accountants, promoting value through customer experience while maintaining high standards of customer service and delivering on KPIs.

100% paid premiums for health, dental, and vision coverage.

• 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).
• $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. Base + Bonus OTE)

In addition to base salary, employees will participate in either a bonus plan based on company and individual performance or a role-based commission plan. Our talent acquisition team will provide specific opportunities on our bonus or incentive programs to eligible candidates.