Customer Success Advocate

Sage City; Atlanta (GA); Hybrid; USD 70,000 - 120,000; Full time

Benefits offered by this job

Competitive salaries

Health, dental, vision

401(k) retirement match

Paid time off

Parental leave

Volunteer days

Tuition reimbursement

Wellness program

Job summary

Sage HCM in Atlanta is seeking a Customer Success Advocate to join our Hybrid Customer Success team. You will be a product expert, assist Account Managers, drive adoption, and resolve escalations to boost customer satisfaction.

You will collaborate with Product Management, Engineering, Support and Sales to translate customer needs into solutions, contribute to onboarding deliverables, and participate in Community Q&A and Sage Foundation initiatives.

Qualifications

• Bachelor’s Degree in Business, Accounting, or related field.
• Experience with HCM and accounting software.
• Knowledge of HR and Payroll software.
• Ability to translate complex requirements into solutions.
• Strong written and verbal communication.

Responsibilities

• Act as product expert for Account Manager inquiries.
• Increase product adoption through customer interactions.
• Liaise between customers and internal teams for requirements.
• Assist in escalation management.
• Participate in onboarding deliverables and customer reviews.
• Contribute to Product Management roadmap via customer feedback.
• Monitor usage patterns and recommend training pathways.
• Engage in Community Q&A and Sage Foundation volunteering.

Skills

Customer interaction

HR software knowledge

Payroll software

Cross-functional collaboration

Communication skills

Problem solving

Education

Bachelor's degree in Business/Accounting

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 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&ARequirements:• 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 requiredPlenty 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#LI-EP1