Customer Success Advocate

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:

• 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





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