Job Opening at Sage

Job Description    

The EUC Support Senior Analyst provides first, second and third-tier support to colleagues for workstation (e.g. Windows, Mac/OSX) and Mobile (e.g. IOS, Android) applications, and hardware. The position interacts with other IT areas to restore service and/or identify and correct problems. Coordinates configuration/installation and general troubleshooting of PC hardware and software. May recommend systems modifications to reduce user problems. Works on tasks of moderate to high complexity, completing work in a timely fashion. Provides guidance and mentorship to junior colleagues. Contributes to internal and matrix projects impacting Colleague Services.
Key Responsibilities    

• Managing 1st ,2nd, and 3rd line support and service requests using Service Now, following an ITIL model with opportunities to support a variety of technologies
• Effective troubleshooting, to assist in the resolution of single user and larger scale support issues in an effective and timely manner
• Supporting the user acceptance testing process for all key IT deliverables

Key performance indicators: (3-5 Max)

•  Delivery of all IT support contacts via the required service delivery model (e.g. phone, chat, self-service, deskside visit, walk-up service, etc.)
•  Support queues and project tasks is managed ensuring all issues are resolved or escalated following best practices and established operating procedures
•  Consistently delivering KPI’s for ticket queue and customer satisfaction in line with team objectives
•  Delivery of project-related services within requirements of projects and business
•  Write knowledge base documentation to support changes implemented for applications for both self-service and cross skilling
•  Prioritising support and project tasks effectively within agreed timelines, to meet or exceed colleague expectations for self and others in the team
•  Identify opportunities for improvement and take accountability for implementing them for self and others in the team
•  Effectively contribute in IT Business Team meetings to ensure that all changes or enhancements are successfully implemented.
•  Building effective relationships, based on trust and support, across all of Sage

Skills, know-how and experience:
Must have:

•  Desktop and Mobile O/S (e.g. Windows, Mac, IOS, Android) – Two Years
•  Desktop and Mobile Apps (e.g. Office 365, Outlook, Teams, etc.) – Two Years
•  User administration/security management via AD/Azure/Office 365 – One Year
•  Proficiency in local region language, verbal and written
•  Demonstrated excellent customer service and collaboration skills

Preferred:

•  Microsoft/other endpoint management solutions (e.g. SCCM, Intune, MDT, Jamf)
•  Proficiency in English language (if not primary language), verbal and written

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About the job
Job Description

We're looking for a Product Marketing Manager to join Sage’s Small Segment team and lead product marketing for our small business cloud accounting proposition in South Africa – Sage Accounting.
This role is accountable for the creation, ownership and delivering effective commercial and product marketing strategies and execution that differentiates Sage’s small business cloud accounting proposition from the competition in South Africa.
The Product Marketing Manager will drive growth, through strategic thinking and analysis to understand the market, eco-system and competitor landscape creating clarity around our target customer segmentation, ideal customer profile, industries we want to serve within the region to maintain and enhance Sage’s category leadership position within South Africa. The role will lead the creation of clear cut-through product messaging and positioning, go-to-market programs, and enablement resources while working closely with our product management and marketing peers in the creation of compelling campaigns.
The Product Marketing Manager must have a passion and adept for taking the complex and making it simple, for marketing through compelling stories and for driving new innovations in digital experience. Leading and coordinating activities with product delivery, marketing, sales and partner marketing functions, the Product Marketing Manager delivers innovative assets to achieve fast customer adoption, and to energise sales and channel partners to do the same. You will use data and insights to define and validate customer needs and challenges and to drive decision making.
In partnership with the commercial team the role is accountable for shaping priorities, success metrics, sales and marketing for Go-to-market effectiveness through agile delivery. The Product Marketing Manager will be accountable for driving revenue, profit, customer acquisition, partners and growth and for the implementation of the strategy for pricing, packages, promotion and selling our products.
This role is instrumental to leading Sage’s success in South Africa and has ambitious targets. Success in this role is defined by the role holder’s ability to develop creative and innovative marketing strategies, that gain key buyers' mindshare and by the delivery of successful commercial results.

Key Responsibilities Key Accountabilities And Decision Ownership

• Deliver effective commercial strategies overseeing the rollout of launches and go-to-market plans.
• Defining/localising the positioning, customer value proposition, go-to-market messaging and plans, pricing, tiering and strategies for Sage Accounting in South Africa
• Accountable for the overall commercial success of the product line revenue with increased growth year on year in South Africa.
• Identify relevant business opportunities and define the triggers to maximise the performance (pricing, new customer units, reactivation, etc.), based on deep customer and market understanding lead and champion engagement with those opportunities and propositions cross functionally, to ensure successful delivery.
• Define and drive up-sell, cross-sell and migration action plans as a customer grows their business and develops additional requirements
• Help define the product portfolio in order to address the target customer needs and ensure consistent positioning and messaging of each product
• Demonstrate great leadership and partner the marketing function to create innovative marketing campaigns, SEO, web design persona development and target marketing refinements to build pipeline for the segment
• Act as a global ambassador of Sage, contribute to exceptional Sage content and thought leadership.
• Analyse and provide data on market & competitor trends in intricate detail, and gathering insight that is powerful and compelling.

Skills, know-how and experience: Must have:

• Proven experience in a customer and commercially led Product Marketing role with deep domain expertise and a track record of building and executing product and proposition growth strategies across multi-functional teams.
• Experience of launching technology products in the cloud, to disrupt markets through innovative ideas balanced with market research against a strategic plan.
• Strong knowledge of the South African market, which includes the business needs and challenges faced by customers, competitors in the space.
• Experienced in product marketing methodologies combined with marketing/communications and ability to work with marketing and sales/channel teams.
• Ability to operate at both a strategic and operational level – Established experience launching successful products in highly competitive technology markets.
• Passion for technology including Cloud, Social, Mobile, and Analytics in B2B and B2C, and Digital and social engagement
• Proven creative thinker that independently generates and executes on innovative marketing ideas. Proven track record in crafting compelling positioning and thought leadership content.
• Strong communication and writing skills in English and ability to work across business lines, presenting to executive leadership and at different levels of management
• Creativity and believing in the art of the possible, balanced with the discipline to execute in a matrix organization.

Advantageous;

• Bachelor/masters degree or equivalent experience required.
• Fluent English – additional languages would be advantageous

Key Stakeholders

• Country MD, Marketing, Sales and Product leaders
• Product Management and Product Engineering
• Global Small Business Segment team (incl. Product Management and Product Engineering / Ecosystems etc)
• Marketing: Field, Brand, Digital, Partner, Comms, Analyst Relations

Strategy

• Support Functions e.g. Finance Business Partner / communications lead

Key Performance Indicators

• Market share
• Growth rate (ARR + Organic Revenue Growth)
• New Customer Acquisition (NCA) volume attainment
• Net Promoter Score (NPS)
• Engagement Net Promoter Score (eNPS),

Attrition

• Margin

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Job Description    

Ensure the on time, correct delivery and deployment of changes to Master Site portfolio and regional web pages you manage, ensuring alignment with company standards, templates and SLAs.

• Minimum 3 years web content management experience managing multi-region, multi-language sites.
• Strong advanced skills in web design and front end principles, along with advanced HTML, CSS and SEO knowledge.
• Familiarity with responsive design concepts and a working knowledge of Adobe Creative Cloud.
• At least two years hands-on experience with Sitecore CMS.
• Demonstrate a proactive, customer first approach in complex stakeholder environments.
• Strong organisational and time management skills along with clear oral and written communication abilities.
• Strong attention to detail and a 'right first time' mentality.

Key Responsibilities    

Maintain and update the Master Site portfolio and required assets (copy, images, files). Work with regional WCM resources for acceptance and publishing of localised and Master Site pages in region.

• Ensure all changes to the Master Site portfolio are approved with the Global Page Owner.
• Support Web Content Specialists with regional changes to portfolio of web pages as required.
• Prioritise assigned requests and associated tasks, and ensure all communication relating to requests is contained within the relevant system(s) - primarily Workfront.
• Support the technical review / Quality Assurance of all pages published within the portfolio - ensuring error free and correct rendering within defined parameters.
• Work with the Web Strategy Manager and local market to identify optimisation opportunities, and with WCO to implement personalisation and a/b testing.
• Adhere to and actively promote the use of the Web Operating Model with marketing stakeholders.