Customer Experience Project Manager at Sage

As a member of the Customer Success CX team the candidate will be expected to provide relevant and impactful solutions by delivering incremental value and assisting the broader Customer Success organisation to achieve its strategic goals.

Focus Areas

• Identify business process gaps and opportunities and ultimately provide solutions that help achieve business goals.
• Align, collaborate and influence across lines of business to implement projects that enable an improved customer experience for Sage’s Small and medium customers
• Focus on proactive problem prevention while providing essential feedback to identify actionable improvements in process, services, and products to help accelerate Customer Success, reduce churn and improve Customer Experience

Key Responsibilities Key Accountabilities And Decision Ownership

• Identify opportunities for improvement of processes or ways of work that will positively impact the experience of our customers
• Prioritise projects and gain sponsorship across multiple lines of business in order to initiate, plan, and mange projects to on time and impactful conclusion
• Align with and leverage innovation deployed through the Global CX team and other regions
• Act as Programme Manager for CX projects. Set deadlines, assign responsibilities and monitor and summarise progress of project. Prepare reports for senior management regarding status of project. The role requires effective co-ordination of the programme’s projects and management of their inter-dependencies including oversight of any risks and issues arising.
• Measure success of projects after implementation.
• Reporting on project status and incremental impact to key business stakeholders within customer success and the wider business. Skills, know-how and experience:
• Ability to influence decision making, be innovative and drive accountability
• Proven leadership and people management skills
• Strong organisational, written and verbal communication
• Outstanding communicator with excellent interpersonal skills
• Ability to provide accurate and complete reports
• Ability to work cross-functionally across teams and be confident in dealing with senior leadership and exco
• Project and Change Management experience

Technical/professional Qualifications

• 5 years+ Relevant experience