Customer Success Coach Four Day Week

Department: Sage Intacct Customer Success Team

Responsible to: Head of customer success

Location: Office based, with some working at home

Purpose of the job: 

The Customer Success Coach (CSC) is responsible for the 100% renewal of an allocation of Sage Intacct subscriptions.

To achieve this, the CSC will act as the primary point of contact for the allocated customers, and other non-allocated customers when requested. These contacts include:

• Sales calls
• Overview demonstrations
• Basic product training
• First line support calls
• Contract queries
• Customer service escalations
• Customer surveys

Job Description:

• To take ownership of Sage Intacct subscription renewals for allocated customers
• To ensure that all possible actions are taken to retain these customers
• To provide agreed weekly KPIs to the HCS
• To attend training and development as required by the HCS
• To delegate actions to the relevant expert services team as required
• To manage and report on SLAs within team and with expert services teams
• To ensure that all actions and plans are recorded in Salesforce
• To contribute to content creation
• To follow processes as required by the HCS

Core Skills required: (nice to have)

• Basic to intermediate Sage Intacct knowledge – accreditation required
• ‘customer-first’ attitude
• Ability to prioritise and manage a to-do list
• To be commercially minded in the way they approach decisions