Customer Success: Programme and Readiness Lead at Sage

As a member of the Customer Success Centre of Excellence 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.
• Focus on proactive problem prevention while providing essential feedback to identify actionable improvements in process, services, and products to help accelerate Customer Success.
• Focus on operational excellence by continuously enhancing operational policies and procedures, driving pro-active measures to minimise risk and down-time. Coordinate and manage all relevant Customer Success projects.

Key Responsibilities Key Accountabilities And Decision Ownership

• Implement Incident management strategies
• Update (standardise), maintain and create new operating frameworks and procedures for Customer Success
• Align processes to Global strategy
• Managing CHIRP process: Internal communication, escalation, follow-up and feedback of any unexpected events impacting Customer experience
• Regular GDPR compliance checks for Customer Success and follow-up actions
• Participate in the development and implementation of Readiness activities for assigned products prior to each release. Suggest and roll out improvements to Readiness processes
• Act as Programme Manager for Customer Success 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

Must Have
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 under challenging deadlines
• Ability to work cross-functionally across teams and be confident in dealing with senior leadership and exco

Key performance indicators: (3-5 Max)

• Establish and embed a customer centric approach and drive the readiness strategies to create exceptional experience across the Customer Success division
• Making the culture real by living the refreshed values, increasing colleague engagement and embed the leadership behaviours by giving back through Sage Foundation
• Provide innovative solutions that build and improve Customer Success frameworks capabilities to solve customer problems, integrate emerging technology and accelerate the availability and adoption of Sage Business Cloud