Jobs at Sage

Job Description 

• As a member of the Customer Success Centre of Excellence team the candidate will be expected to provide relevant and impactful solutions aligned with the broader Customer Success organisation focusing on effectiveness, improvement and development.
• The Colleague Capability Manager will work in partnership with L&D and the senior Leadership team to identify, build and roll out standard Capability Performance Enhancement Programs essential for individual, team and organisational success.

Key Responsibilities Key Accountabilities And Decision Ownership

• Implement, roll out and embed PERFORM, become a change agent for Customer Success
• Identify the appropriate learning interventions to embed the Customer Success culture and manage change
• Align the enablement strategy to support the operational objectives and can be delivered through various mediums e.g. group training sessions, 1-2-1 training, coaching sessions, e-learning and social learning
• Building relationships with key stakeholders at all levels of the business to leverage learning best practices and resources
• Implement and improve systems and working practices to enhance customer service, reduce performance variances and maintain consistency
• Implement an appropriate Management Training model including Management tools in partnership with L&D
• Embed a learning culture in Customer Success
• Develop and roll out consistent capability framework to support colleague growth and development
• Facilitate talent management processes and development initiatives in line.
• Design and implement a colleague engagement program across Customer Success to increase eNPS
• Build relationships with industry boards CCMG to leverage industry accreditation opportunities
• Design and implement a Customer Success Recognition program aligned to and supporting global and local initiatives
• Build strong working collaborations with L & D and Internal Comms
• Departmental lead and full accountability for all internal communication into Customer Success and out into wider Sage AME
• Responsible for planning and escalating all internal Customer Success events

Must Have

Skills, know-how and experience:

• Strong leadership and direction to others within the function to support the achievement of the enablement strategy and strategic objectives
• Excellent communication, written, presentation and conceptual skills
• Observant and analytical
• Operational and relational knowledge: Must be able to listen, trust, form relationships, observe, identify, and report. Must be flexible to deal with different types of relationships and behaviours
• Sensitivity and maturity: You must not only be able to demonstrate sensitivity to others, but you must also be sensitive and mature enough to be aware of your own motivations
• Authenticity: You must be authentic. You must act in accordance with the values you seek to promote in the organisation
• Excellent role model and high performer
• Custodian of Customer Success culture

Technical / Professional Qualifications

• Post Matric qualification or equivalent experience required
• Minimum of 5 - 7 years’ experience in the field
• HR background or exposure to HR related processes desirable
• Learning/Training background desirable

Key Performance Indicators

• Establish and embed a customer centric approach and drive the appropriate learning interventions 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 Customer Success capabilities to solve customer problems, integrate emerging technology and accelerate the availability and adoption of Sage Business Cloud solutions

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Job Description 

• Reporting to the Director of Global Hosting Services, the Hosting Manager is responsible for managing local, regional and global resources to deliver and support, high quality services and/or systems to the identified architecture and availability standards that exceed customers’ expectations.
• Managing and developing partnerships and relationships with key internal stakeholders and colleagues irrespective of team or geographical borders, they are a recognised expert in key technologies and have an expert level of understanding of technology relevant to the capability. Sets an example by taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm.
• The Hosting Manager champions and evangelises best practices and adoption of new/emerging technologies across the organisation.

Key Responsibilities 

Key accountabilities and decision ownership: (8 or 10 max)

• Manage the delivery and maintenance of high-quality technical solutions including configuration and/or maintenance of both on premise and cloud-based systems with accountability for critical business functions.
• Role model expected leadership behaviours and demonstrate high standards of honesty and integrity whilst developing and managing a high-performing team, effectively dealing with under performance and performance management.
• Manage successful recruitment campaign for approved roles as well as ensuring new colleagues are onboarded following the appropriate processes and effectively coaching the team through the recognition and utilisation of differing skills and capabilities to meet organisational demands and develop the individuals.
• Be the IT lead for all phases of the project lifecycle, negotiating project scope and timelines as well as balancing competing needs of project managers and project sponsors.
• Provide accurate estimates and effective plans as well as challenging delivery estimates to meet objectives. Delivered plans must meet the objectives of the team and support the goals and objectives of the function and ultimately the organisation as a whole.
• Provide strong guidance to a team of technical specialists as well as participate in or leading Centre of Excellence Teams within the hosting function to develop and maintain global standards as well as delivering high quality projects and BAU support.
• Seek out and act upon feedback received and provide quality feedback to other team members to aid their personal development.
• Be the key contact for the local IT Business Partner and I&O resources aligned to other functions to ensure a high level of customer and colleague support.
• Ensure all work is completed to the required quality standards, identify opportunities for continuous improvement of development processes and pro-actively transfer knowledge amongst team members
• Understand and lead the investigation and resolution of major incidents in line with the problem management process to a satisfactory outcome ensuring root cause is identified and solutions defined/implemented with changes to prevent re-occurrence.

Must Have

Skills, know-how and experience:

• Ability to resolve moderately complex conflicts as well as promoting the collaboration of colleagues across different teams.
• The ability to build and maintain strong relationships with key stakeholders inside and outside of the IT function with organisational, presentation and communication skills and the ability to influence.
• People orientated with experience of managing disparate, multi-cultural and virtual teams that are geographically diverse including experience of mentoring and coaching individuals to ensure they’re able to take on new challenges as well as a track record of encouraging and nurturing innovation, creativity and appropriate risk-taking
• Passionate about organising and delivering well designed solutions that meet objectives and drive business success with experience of organising and motivating experienced IT professionals to meet shared goals.
• Strong IT delivery and support background/experience, with demonstrable experience in the full IT delivery lifecycle including best practice methodologies and tools for enterprise class IT solutions.
• Approachable, driven by a sense of team, have a lack of ego and demonstrate consistency between what they say and how they act.
• Thrive under pressure, whilst being highly skilled at balancing business as usual activities with project delivery.
• Flexible and willing to take on projects on internal initiatives that are outside of comfort zone.
• Experience of managing a moderate budget <£10M within accepted variances.
• Highly logical with good problem-solving skills.
• Leader who drives initiatives through to completion that contribute to significant changes in either technology or environment and proactively takes responsibility for planning and delivering team activities.
• Significant knowledge of hosting platforms including Cloud services and on-premise hardware/software.

Technical / Professional Qualifications

• Degree holder (desirable) and/or relevant professional qualification and/or relevant work experience in related discipline that demonstrates a proven aptitude for IT leadership.

Key performance indicators: (3-5 Max)

• Manage and support local, regional and global resources to ensure we have the right people, in the right place, at the right time providing coaching and mentoring for the team members and identifying development needs.
• Define and ensure adherence to best practice, processes and compliance with system and reporting standards.
• Initiate and lead approved projects to agreed levels of quality and by the required deadline.
• Drive and provide accurate, detailed and timely estimates and track activities against plan.
• Contribute to the maintenance and enhancement of the hosting roadmap for the hosting function. Direct reports:
• Managing a local/regional team of ~5-15 IT professionals.
• Matrix leadership of resources from across the global Sage organisation.

Key Stakeholders

• Functional Director – for direction and escalation
• Departmental Colleagues – to collaborate on/review technical solutions and provide guidance, coaching and mentoring.
• Architecture, Security & Design team - to ensure that it is possible to implement the proposed designs, standards and quality.
• Planning & Delivery Governance team - to collaborate on future roadmaps, and understand and interpret customer requirements.
• Service Management/Customer Services - to provide technical support, as required, to assist with the prompt resolution of issues.
• Product Owners/Customer Services - to understand issues affecting our customers.
• IT – to build a network of peers and colleagues throughout the division.
• Head of Function and I&O Department Managers – to contribute to IT initiatives and become known by the leadership community as an expert in the relevant field.

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Job Description The purpose of this role is to input into the development of the end to end customer marketing strategy and execute programs to ensure retention and value growth within our existing customer base. Reporting to the Regional Customer Marketing Manager, they are responsible for aligning and executing marketing activities across the category and for delivering maximum ROI.

Key Responsibilities Key Accountabilities And Decision Ownership

• Manage and implement customer success campaigns end to end while ensuring measurement and tracking is in place to evaluate and optimise all activities
• Ensure ongoing alignment with segment marketing managers, supporting on the execution, tracking and reporting of the customer marketing plan
• Responsible for budget management and reporting through Qlik and Aprimo (Marketing Resource Management System)
• Work with our Marketing Operations team to determine data led audience segmentation as well as developing and delivering monthly reporting that concisely provides results and analysis for global reporting formats
• Integrate and repurpose globally created content into effective marketing activities and programmes in the local market
• Work with local digital teams to ensure category web content is kept up to date, fully localised and relevant
• Direct and guide customer events
• Closely align with partner marketing teams to ensure all programs are executed in alignment with our ‘to’ and ‘through’ partner marketing strategy
• Be an ambassador for our Sage advocacy program
• Be a champion and guardian of Sage’s identity and brand, ensuring messaging positioning, tone of voice and visual identity is consistent and in-line with global brand guidelines across all channels and in all activities

Must Have

Skills, know-how and experience:

• Demand generation marketing experience with proven knowledge of marketing automation and digital marketing including search, social and online nurture journeys driving revenue within our existing customer base
• Experience working in a global/regional organisation structure, understands the importance of global consistency and local delivery, always has One Sage in mind
• Excellent written and oral communication and presentation skills with a demonstrated ability to work with cross-functional teams and to encourage and support others to achieve their objectives
• Ability to inspire confidence and trust in interactions with other functions and Business Unit leaders
• Experienced in managing budgets and resources
• Results oriented with strong time management skills, highly organised and driven to succeed

Preferred

• Sales Force and Eloqua experience advantageous
• Strong analytical skills and data driven mentality
• Be able to think beyond area of control/domain to do what is right for the broader Sage organisation
• Experience with high-tech solutions in a business-to-business environment

Technical / Professional Qualifications

• 6+ years’ experience in marketing
• Native or Fluent English
• Bachelor’s Degree in Marketing, Business or Communications /or equivalent experience.

Key Performance Indicators

• Marketing contribution to revenue
• Execution against the agreed marketing plans
• Delivery of 5 x ROI

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Job Description Accountable for Recruitment, revenue target and strategic execution of ISV business for the Medium NCA division

Key Responsibilities Key Accountabilities

• Identify and drive initiatives that aim to help the team meet and exceed agreed revenue budgets for region.
• Assist in deriving, as well as own ISV strategy for the Medium NCA division.
• Project Manage key initiatives for ISV’s and report on them accordingly.
• Support the various product teams, business partners and additional stakeholders by ensuring there are solutions and resources to meet their needs within functional scope of work and capabilities.
• Provide input into a marketing strategy and drive campaigns to support budgets, strategy and sales objectives.
• Ensure all ISV interactions, whether telephonic, email and online, are optimal and create an exceptional customer experience.
• Stakeholder management across the business value chain.
• Play an integral role in supporting the company’s cloud migration and ISV strategy.
• Contribute to budget setting process across products.
• Identify and Recruit ISV opportunities, for the Medium NCA division.
• Ensure commissions and incentives are correctly computed and submitted timeously.
• Mentorship within the team reducing Key-Man dependencies.
• Embed ISV strategy within the sales teams.
• Optimisation of lead process between teams.
• Leverage across Cloud and Desktop teams.
• Provide feedback to Regional Senior Leadership Team on initiatives, strategy and risks.
• Represent Sage as spokesperson for the ISV Medium NCA space.
• Identify and implement best practices, including driving continuous improvement processes across the region (within role scope).
• Support the rest of the NCA department with ad hoc projects to drive revenue and growth as required.
• Stakeholder management across the business value chain.

Skills, Know-how And Experience

• Exceptional knowledge of MS Office Suite (PowerPoint, Outlook, Word and Excel).
• Analytical abilities & in depth understanding of aspects of web, mobile and other digital technologies.
• Experience in Cloud products, ISV ecosystem, mobile, social media, A/B testing and optimisation. Include external partner engagement.
• Excellent written and verbal communication skills in business English.
• Strong Analytical Skills.
• Solid knowledge of Sage Products, especially Cloud and connected products.
• Great interpersonal skills.
• Excellent capabilities in business team motivation, high level of business skills.
• Minimum of 3 years of experience in a similar role in an agile software sales environment, with a focus on project management and continuous improvement.
• Highly motivated self-starter – ability to manage multiple stakeholders under pressure and at different levels in the organisation.
• Demonstrates and demands personal commitment to team goals.
• Experience of leading sales activities in direct model and indirect model.
• Experience within working in a matrix structure.
• Experience in managing performance and driving a culture of learning and excellence.
• Problem solving within a high paced, stressful environment.
• Strong numerical and quantitative skills with the ability to provide accurate reporting, forecasting and planning
• Well organised with strong time management skills and ability to juggle multiple objectives according to prescribed procedures and processes
• Exceptional verbal and written communication skills with the ability to build longstanding relationships with all employee levels, business partners and customers.
• Ability to accept and perform new job responsibilities as needed.
• Positive, solutions-based attitude with an affinity towards providing excellent customer service and motivate colleagues toward group objectives.

Technical / Professional Qualifications

• Degree or equivalent Business qualification
• Ensure monthly, quarterly and annual revenue and ISV recruitment targets are achieved.
• Achieve Cloud growth strategy and assist migration strategy.
• Drive innovation and collaboration across the business.
• Minimal variation forecast against achievement.
• Support the NCA and Regional Leadership team. Indirect reports:

Sales Manager and Directors and any other roles as identified – Virtual team for projects that this role will drive.