Customer Success Advocate

Sage; Atlanta (GA); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive salary

Health, dental, vision

401(k) with company match

Generous PTO

Parental leave (18 weeks)

Tuition reimbursement

Wellness program

Volunteer days

Career development resources

On-demand training

Job summary

Sage is seeking a Customer Success Advocate to join the hybrid Customer Success team in a role focused on elevating customer satisfaction, driving product adoption, and supporting Sage HCM’s Customer Journey. The CSA collaborates with Account Managers and other teams to resolve inquiries and improve engagement, with a 3-day onsite weekly schedule as part of a hybrid model.

The role emphasizes strong communication, knowledge of HR/payroll software, and ability to translate complex requirements

Qualifications

• Bachelor's degree in business, accounting, or related field.
• Proficiency in HCM and accounting software.
• Strong knowledge of HR and payroll software.
• Experience in professional services or consulting is desirable.
• Ability to translate customer needs into detailed solutions.

Responsibilities

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

Skills

Customer communication

Cross-functional collaboration

Solution analysis

Education

Bachelor's degree in Business/Accounting

Tools

HCM software

Accounting software

HR software

Job description

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

• 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