Customer Success Consultant

**Nombre de vacante**

Customer Success Consultant

**Descripción**

Purpose of the Role:
The Customer Success professional at Sage Sales Management is responsible for developing customer relationships that drive retention, loyalty, and the sale of additional services and add-ons. The role involves working closely with clients to ensure they are satisfied with the services they receive and helping them make full use of Sage Sales Management. The Customer Success professional will also ensure that incoming queries related to account details and billing are handled efficiently. This will be achieved through a structured multichannel contact strategy and a Customer Success Program, aimed at maximizing the value of the selected products and services. A consultative approach will be used, based on the customer’s business needs and aspirations.

This is a hybrid role requiring 3 days per week in our Barcelona office.

**Responsabilidades principales**

**Responsibilities**:

- Create value for customers by defining desired business outcomes and building a Customer Success Plan with clearly identified objectives, stakeholders, milestones, risks, and metrics needed to achieve them.
- Drive high usage of products and services within the customer base by executing an Adoption Plan that leverages customer telemetry data to proactively intervene and manage churn risk.
- Manage incoming customer retention queries and work with Support, Technical, and Consulting teams to ensure timely resolution.
- Maintain a high level of product knowledge to confidently make recommendations from Sage’s product portfolio.
- Proactively identify expansion opportunities within each account to drive value for both the customer and Sage.
- Take a creative, digital-first approach to customer engagement, sharing relevant content with customers to maximize exposure, strengthen market presence, and establish yourself as a trusted advisor.
- Orchestrate the resolution of customer red-code incidents as needed, collaborating with internal stakeholders to drive positive, sustainable outcomes.
- Be the voice of the customer, providing actionable feedback to internal teams on proposals, products, services, sales, and more to help ensure customer success.
- Achieve assigned NRR (Net Revenue Retention) and upsell targets.

Skills, Knowledge, and Experience
- Excellent customer service skills.
- Adaptability and the ability to tailor approaches depending on the situation, managing a high volume of incoming queries while navigating various internal systems and processes to find solutions.
- Strong influencing, communication, relationship-building, and stakeholder management skills, capable of engaging and influencing key decision-makers at multiple levels.
- Action-oriented with the ability to take initiative and identify and seize opportunities.
- Keeps commitments, demonstrating consistency between words and actions.
- Ability to link customer business processes to product capabilities.
- Demonstrates resilience, maintaining a positive attitude while overcoming difficult challenges.

Performance Indicators
- Meeting metrics related to customer health, expansion, and retention.
- Meeting NPS targets and demonstrating high levels of customer satisfaction.
- Achieving call and contact productivity targets as instructed.
- Effective use of contact strategy.
- Proficient use of team tools: Sage Sales Management (CRM), Totango, Satismeter, etc.
- Fully updated Customer Success Plan for each customer.
- Maintain discounts within agreed thresholds in line with the approved discount process.
- Demonstrate strong controls to enhance the Customer Journey and minimize credits/amendments to contracts.

Qualifications and Certifications
- University degree.
- Languages: Spanish, English & French. (French is a must).
- Experience: Minimum of 2 years in similar Customer Success roles at a B2B SaaS company.

At Sage, we offer you an environment where you can grow professionally without compromising your personal well-being. Our benefits package is designed to provide stability, flexibility, and balance:

- Flexible benefits: exchange part of your salary and make tax savings on health insurance, meal and transport vouchers, childcare, and training.
- Well-being: Free access to the Calm app (for up to 5 users), 24/7 counselling, and emotional support from our Healthy Mind Coaches. We also offer self-care and parenting resources through the Cleo app.
- Flexible working: flexibility of working one hour in, one hour out, shortened workdays on Fridays and during the summer, and the opportunity to work from over 40 countries for up to 10 weeks per year through our Work Away program.
- Annual leave: 23 working days of vacation, 5 paid days per year for volunteering, and 5 additional paid days annually for personal or professional development.
- Extended leave: 7 extra days of maternity leave and 5 extra days of paternity leave, on top of the legal allowance, available after on