Team Manager Intacct

The role is responsible for leading, coaching, and motivating a customer service team to achieve best-in-class customer satisfaction and performance outcomes. This includes driving resolution quality, managing performance through clear communication and coaching, supporting complex customer issues, and embedding a positive, inclusive team culture. The role also plays a key part in recruitment, operational delivery, workforce management, and identifying continuous improvement opportunities, with success measured through customer, colleague, and productivity KPIs.



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Key Accountabilities and Decision Ownership:



Lead and Inspire Customer Facing Teams:

• Lead and motivate the customer support team ensuring they have regular objective check ins and performance evaluations in line with standards.

• Provide coaching to team members in ‘real time’ and during dedicated coaching sessions.

• Foster a positive team culture that is inclusive to ALL team members with high touch communication, adherence to Sage values and teamwork.

• Participate with the Sage Recruitment Team in hiring the right people.

Drive Best-In-Class Customer Satisfaction:

• Drive Colleague compliance processes, workflow, and tools to drive high resolution.

• Assist Colleagues in solving complex customer cases and support with resolving complaints.

• Drive tactics to ensure the team Make it Right, Make it Easy, Make it Personal.

• Be active in assisting the team to solve customer complaints, provide guidance to resolve and jump in to directly assist in solving the customers concerns.

• Continuously strive to have a deep understanding of our products, services, and ways of working.

Drive Performance Excellence:

• Communicate flawlessly so Colleagues have clear job understanding, clarity on the vision and objectives, awareness of operational workings and stay up to date on the Sage organization.

• Frequently acknowledge and recognize good performance with ad-hoc and programmed recognition.

• Monitor teams’ performance through regular coaching and identify training opportunities (shadowing peers, grad bay, training sessions etc).

• Colleagues who constantly fail to meet performance standards are managed via the Performance Improvement Process (PIP).



Continuous Improvements:

• Flag any opportunities identified by the customers, colleagues or personal evaluation that can reduce customer effort, increase satisfaction and or reduce cost.

Operations Management:

• Work with the Sage Recruitment Team to hire the right people.

• Deliver all Workforce Management tasks on time and per work instructions.

• Ensure team complete on time all mandatory training.

• Work with your leader and HR on all people actions to ensure compliance with Sage policies and legal regulations



Skills, Know-How and Experience:



• Focus on Customer Experience – Aligns programs to reduce customer effort and friction.

• Resilience & Proactivity – identify areas to improve customer experience without prompting.

• Execute with excellence – ability to define optionality and recommend an action plan

• Strategic Thinking – ability to see the bigger picture and identify future opportunities.

• Leadership – Inspire others to drive change while offering support and reasoning.

• Passionate - Assertive and self-driven.



Key Performance Indicators:

• tNPS

• TTR

* Productivity

• Valuable Conversations

• Shrinkage Management within budget

• eSAT





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