Customer Success Consultant

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 LI-RT Key Responsibilities 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 LI-RT Function Customer Operations Country India Office Location Bangalore Work Place type Hybrid Advert Working at Sage means you re supporting millions of small and medium sized businesses globally with technology to work faster and smarter We leverage the future of AI meaning business owners spend less time doing routine tasks like entering invoices and generating reports and more time pursuing their ambitions Our colleagues are the best of the best It s why we were awarded 2024 Best Places to Work by Glassdoor Because to achieve extraordinary outcomes we need extraordinary teams This means infusing Sage with people who knock down barriers continuously innovate and want to experience their potential Learn more about working at Sage Watch a video about our culture We celebrate individuality and welcome you to join us if you embrace all backgrounds identities beliefs and ways of working If you need support applying reach out at Learn more about DEI at Sage