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  • Posted: Dec 12, 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...
    Read more about this company

     

    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

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    Team Leader: Chats & Emails

     

    The role is a managerial position in the Customer Success environment. They operate under the direction and guidance of the Senior Managers. The Team Leader manages individual contributors in operationally managing the completion of daily activities to achieve team success. Growing the team’s technical expertise by promoting cross-team collaboration, delivering value-added services that build confidence and our reputation as industry experts through variety of assisted and unassisted channels. This role will have shared leadership and managerial responsibilities and is accountable for metric driven success for their assigned team.

    Key Responsibilities Key Accountabilities And Decision Ownership

    • Manage the tactical execution of Customer Success by aligning the operational environment to meet the business outcomes agreed.
    • Enabling the team to deliver results through a high-performance culture that will enhance each customer relationship with Sage.
    • Lead a local or remote team to continuously evaluate the required business outcomes, engaged roles, needed behaviors, evaluate team and individual performance and required work to support programs for Customer Success.
    • Lead the reporting framework to produce quarterly formal reports on functional performance including revenue, customer satisfaction, and product impact
    • Lead skill development areas, and training needs through consultation, and coaching sessions for employee development through monthly one on ones and encouraging employees to effectively utilize their available time.
    • Monitor and manage the team to ensure out-of-line situations are immediately addressed by managing the Standard Operating Processes and ensure that these are aligned to the client response strategic objectives and ensures that processes are enhanced to meet customers' expectations.
    • Ensure that all Sage Policies and departmental Standard Operating procedures are implemented and complied with by a Sage Colleague.
    • Continually cascade information and gather of feedback with direct reports.

    Technical Competencies

    • Analyse and interpret the customer operating environment and align colleague skills to deliver support services on our Sage applications
    • Utilise various Media channels for purpose driven communications
    • Apply industry experience for situational context
    • Written communications/report writing
    • Solution orientated
    • Managing Customer expectation through difficult and complex interactions
    • Subject matter expertise advantageous

    Essential

    Skills, know-how and experience:

    • Be passionate about customer service.
    • Demonstrate excellent written and verbal communication skills and the professional problem-solving ability.
    • Demonstrate the required interpersonal skills to effectively deal with internal and external stakeholders at a variety of levels in the organisation.
    • Ability to coach, mentor and successfully manage and lead a team of individuals to meet organisational and team goals.

    Technical / Professional Qualifications

    • Matric / Grade 12 certificate
    • BCom and or similar post graduate tertiary degree
    • Strong Process Knowledge & experience
    • 3 years contact centre experience
    • Customer centricity experience
    • Previous experience having worked in projects regarding customer improvements.
    • Previous managerial experience having worked in a call centre or helpdesk or related industries would be preferred.
    • Previous experience having worked in an area which focuses on improving customer services and relations is essential.
    • Previous experience having worked with Senior Managers is essential.
    • Excellent English and writing skills.
    • Good Negotiating Skills.
    • Conflict Resolution.
    • PC Literacy and proficient on MS Office - must have advanced Word, Outlook and Power Point skills.

    Desired Work Experience

    • 2 to 5 years Client / Customer Support

    Desired Qualification Accreditation

    • Degree (Advantageous)

    Key Performance Indicators

    • Customer Satisfaction Rating >90%
    • Employee job satisfaction rating >4/5
    • Achievement of VSGM objectives

    Behavioural Competencies

    • Drives Vision & Purpose
    • Build Effective Teams
    • Develops top talent
    • Situational Adaptability
    • Drives Engagement
    • Instills Trust
    • Value Differences
    • Attracts top talent
    • Builds Networks
    • Business Insight
    • Financial Acumen
    • Global Perspective

    Key Stakeholders

    • Senior Manager

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    Accountant

     As part of the new Global Finance Organisation, a Finance Operations function is being established to manage transactional processing services across the International regional covering Purchase to Pay (P2P), Order to Cash (O2C), and Record to Report (R2R).
    This full-time role is within the R2R teams in the International Finance Operations function. The role will work on reconciling Intercompany transactions ensuring they meets the current and future needs of the business and are reflecting the underlying business terms and Sage policies. The role participates in team’s continuous improvement initiatives.
    Based in Johannesburg, the successful candidate will have experience in performing an Intercompany Analyst role in Finance Operations.

    Key Responsibilities Key Accountabilities And Decision Ownership

    • Reconciliation of the Intercompany accounts.
    • Process related manual journals and leverage off the automated Intercompany functionality on X3.
    • Intercompany monthly analysis and reporting.
    • Resolve reconciling items on a timeous basis.
    • Plan and prioritise own workload and ensure deadlines are achieved.
    • Being involved in learning and development activities, including setting a personal development plan.
    • Adopt the service culture and customer service orientation in the team.
    • Work with other teams in finance and the business to resolve issues.
    • Input to continuous improvement initiatives with the team and leading initiatives around Intercompany transactions.
    • Operating within Sage internal compliance guidance.
    • Ensuring that all regulatory compliance is adhered to.
    • Contributing to working processes being documented, standardised, modified in a controlled manner, waste eliminated and the value stream map for the area updated.
    • Contribution to the reporting, understanding and action plans around team KPIs and process controls as per Service Management Framework.
    • Keeping abreast of industry and company trends to keep up to date with future market developments.
    • Participating in departmental/companywide projects as required.
    • Covering for other Record to Report analysts.
    • Ensuring the R2R Manager remains up to date of process issues.
    • Displaying a service culture and strong customer service orientation in the teams. Skills, know-how and experience:

    Must Have At Least 3 Years’ Experience In

    • Operational accounting and reporting experience, preferably in a technology environment.
    • Experience in a service-oriented culture including management of SLAs.
    • Experience in working in a changing environment.
    • Intermediate or advanced Excel experience
    • Preferably ERP experience.
    • Preferably CRM experience.

    Technical / Professional Qualifications

    • ACA, ACCA, CIMA part or fully qualified preferable

    Key Performance Indicators

    • Accuracy – number of errors/queries
    • Stakeholder engagement effectiveness
    • Timeliness Direct reports:

    Method of Application

    Use the link(s) below to apply on company website.

     

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