Customer Success Consultant

1 week ago

Bengaluru, Karnataka, India Sage Full time ₹ 6,00,000 - ₹ 18,00,000 per year

Job Description

As an 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).
- 2-4 years of experience in a customer-facing role (onboarding, implementation, or support experience preferred)

Key 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).

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