Customer Success Programme Manager at Sage

Job Description

• We’re currently recruiting for an experienced Customer Success Programme Manager, to be responsible for providing effective planning, development, delivery and optimisation of end-to-end nurture programs that drive increased engagement and advocacy of our existing customer base in Medium Business.
• Through highly relevant and engaging programs, the Programme Manager will help influence value through surfacing core value messages and driving appropriate cross sell activities. This includes developing and executing on customer loyalty and retention programs, owning end-to-end customer nurture journeys and delivering ‘always on’ programs to continually optimise and drive customer success.
• We’re seeking candidates with a background in campaign management, ideally from a B2B or subscriptions environment. You’ll have worked in a customer focused role, managing the full end-to-end process from customer on-boarding to nurture journeys as well as retention campaigns. Not only will you manage campaigns, you’ll also be responsible for monitoring, tracking and reporting on campaign activity so you’ll be highly analytical with an eye for improving performance. This role works closely with internal and external stakeholders across several sales, marketing and service teams, as well as the central partner and renewals teams so proven stakeholder management and communications skills in a matrixed environment is vital for this role.

Key Responsibilities Key Accountabilities And Decision Ownership

• Develop and execute customer loyalty and retention programs, ensuring revenue is maximised to retain customers and increase customer value for medium business products.
• Own end-to-end customer nurture journeys and deliver ‘always on’ programs designed to continually optimise and drive customer success.
• Drive increased revenue through active upsell and cross sell using a range of marketing channels and activities.
• Monitor, analyse and present to the business the results and ROI of nurture campaigns and work with teams such as partner, sales and service to impact.
• Effectively manage key stakeholders across multiple areas to ensure delivery of assets, including upward and outward management, internal marketing team and peers and other internal stakeholders.
• Work in close collaboration with key local and central teams to deliver key strategic business objectives, including the delivery of successful customer programs.
• Outstanding project management to ensure the delivery of all campaign deliverables.
• Ensure consistency and quality control on all communications collateral produced with detailed and accurate proofing skills, in line with the local and central approvals processes.

Must Have
Skills, know-how and experience:

• Minimum of 5-10 years’ experience in breadth programme management or B2B in marketing, in particular customer marketing.
• Ideally 2-3 years’ experience in a subscription-based company, building customer nurture and retention programs with desired experience in migrating customers to subscription.
• Driven individual with proven delivery of complex, multi-touch, multi-dimensional customer program design, creation and implementation with the vision to go beyond the brief.
• Demonstrate commercial ability and the ability to deliver against KPIs, revenue and ROI – including proven lead generation.
• Excellent influencing skills to gain key stakeholder input and buy-in to delivering end to end programs.
• Strong analytical skills and understanding of business impact metrics and how to influence this across end to end program delivery.
• Strong customer experience with the ability to gain a strong understanding of key audiences.
• Ability to effectively own and manage resources and budgets.
• Excellent writing, proofing and editing skills across all forms of communication with a clear understanding of audiences and how to tailor effective communications to customer type.
• Knowledge of using marketing systems such CRM e.g. Salesforce
• Proficiency in English language, verbal and written
• Background in influencing and presentation skills
• Knowledge of software industry and small to medium business market

Preferred

• Experience in selling, implementing or supporting one or more Sage Solution
• Experience in Customer Success related field

Technical / Professional Qualifications

• Tertiary Degree or equivalent
• Working Knowledge of ERP and / or HR Software Solutions

Key Performance Indicators

• ROI of campaign against business metrics
• Conversion metrics at key customer touch points within the nurture journey
• Customers retained and value
• Leadership and coaching
• Continued optimisation and improvement of campaigns

Direct Reports

• 3 Business Relationship Program Managers