Customer Success Advocate

Job Description

We are seeking a Customer Success Advocate (CSA) to join our dynamic Customer Success team. This role focuses on enhancing customer satisfaction, improving product adoption, and supporting Sage HCM’s Customer Journey. As a CSA, you will act as a trusted product expert, assisting Account Managers with inquiries, resolving customer concerns, and driving greater engagement through milestones, references, and Community involvement.

*This is a hybrid role: 3 days per week onsite*

Key Responsibilities

Key Responsibilities:

• Be a leading product expert for Account Manager inquiries
• Increase product adoption based on interacting with Sage HCM customers as product-related questions arise
• Serve as a liaison between Customer and Internal Teams to provide detailed customer requirements for solutions
• Subject matter expert in Sage HCM solutions and module add-ons
• Help drive Product Management roadmap through the voice of the Customer
• Work alongside Customer Strategy & Value Teams to drive product adoption
• Monitor product usage and patterns
• Recommend training paths for success by customer role
• Support escalation management
• Customer Account Review participation leading Value Assessments
• Aid in the development and execution of customer onboarding deliverables
• Participate in Community Q&A

Requirements:

• Bachelor’s Degree in Business, Accounting, or a related field required
• Proficiency in HCM software and accounting software platforms
• Strong knowledge of HR and Payroll software
• Professional services, solution consulting, or consulting backgrounds desired
• Ability to interact with customers, review complex requirements, and provide detailed solutions
• Ability to work with other departments at Sage HCM and Intacct (Professional Services, Support, Product Management, Engineering, Sales, etc.)
• Strong written and verbal communication skills required

Plenty of perks:

• Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)
• Comprehensive health, dental and vision coverage
• 401(k) retirement match (100% matching up to 4%)
• 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)
• 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date
• 5 days paid yearly to volunteer (through Sage Foundation)
• $5,250 tuition reimbursement per calendar year starting 6 months after hire date
• Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)
• Library of on-demand career development options and ongoing training offerings