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  • Posted: November 26, 2019
    Deadline: Not specified
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  • At Sage, we energise the success of businesses and communities around the world through the imagination of our people and smart technology. Sage provides small and medium sized organisations with a range of easy-to-use, online and cloud business management software and services - from accounting and payroll, to enterprise resource planning, customer relation...
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    Customer Experience Project Manager

    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

    Method of Application

    Interested and qualified? Go to Sage on sagehr.secure.force.com to apply
  • MYJOBMAG.CO.ZA
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