Customer Success Consultant

3 days ago

Bengaluru India Sage Full time

Job Description Job Description As a Customer Success Consultant at Sage, you'll play a critical role in helping customers quickly realize value from their investment in Sage. You will own the end-to-end onboarding process for customer accounts of significant complexity, ensuring a seamless experience and a successful go-live. This role requires strong cross-functional collaboration, excellent communication skills, and the ability to manage multiple stakeholders and priorities in parallel. What We're Looking For: Customer Skills - Proven experience in managing successful Product implementations or customer onboarding. - Strong background in customer-facing roles, with empathy and stakeholder management. - Ability to manage multiple accounts simultaneously without compromising quality. - Skilled at handling escalations, resolving concerns, and collaborating with internal teams. - Ability to create practical solutions for customer needs in consultation with other teams. Functional Skills - Excellent communication and project management skills. - Understanding of Customer Success, Onboarding, and Support processes in SaaS. - Awareness of finance and accounting workflows is a plus. Tools (Preferred) - Hands-on experience with project management tools (e.g., ClickUp, Jira, Asana). - Familiarity with customer success platforms (e.g., FreshSuccess, Gainsight, Totango). Who Can Apply - Willing to work on night shifts (North America timezone). - 3-5 years of experience in a customer-facing role (onboarding, implementation, or support experience preferred) Responsibilities- - Take full accountability for onboarding customers onto the Fyle platform. - Manage the end-to-end onboarding lifecycle for customers across geographies. - Help customers implement Fyle in line with their business needs and ensure value delivery without delays. - Track and monitor onboarding progress to timely and successful closure. - Support prospects, pilots, demos, and proof-of-concept activities to drive conversions. - Conduct training sessions for super users to enable them with in-depth knowledge of the platform's functionalities. - Partner with internal Product and Engineering teams to ensure all customer commitments are delivered as promised. - Manage escalations and risks during onboarding, driving them to resolution. - Provide context for features, bugs, and service requests critical to customer onboarding. - Highlight and escalate customer-critical requirements to senior stakeholders, driving conversations to closure. - Standardize onboarding approaches and promote self-help practices for customers. - Build a strong understanding of accounting integrations to support finance teams with system integrations (where supported). Fyle, now part of Sage Group plc, is a fast-growing SaaS company building cutting-edge expense management solutions for SMBs across the globe. With thousands of customers and a modern, AI-driven product, we are on a mission to simplify finance operations for accounting teams and finance professionals. Joining Fyle means being part of a global organization with the stability of Sage and the agility of a start-up, where your work will directly contribute to scaling a critical growth channel.

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