Customer Success: Capability Specialist at Sage

Job Description 

• As a member of the Customer Success Centre of Excellence team the candidate will be expected to provide relevant and impactful solutions aligned with the broader Customer Success organisation focusing on effectiveness, improvement and development.
• The Colleague Capability Manager will work in partnership with L&D and the senior Leadership team to identify, build and roll out standard Capability Performance Enhancement Programs essential for individual, team and organisational success.

Key Responsibilities Key Accountabilities And Decision Ownership

• Implement, roll out and embed PERFORM, become a change agent for Customer Success
• Identify the appropriate learning interventions to embed the Customer Success culture and manage change
• Align the enablement strategy to support the operational objectives and can be delivered through various mediums e.g. group training sessions, 1-2-1 training, coaching sessions, e-learning and social learning
• Building relationships with key stakeholders at all levels of the business to leverage learning best practices and resources
• Implement and improve systems and working practices to enhance customer service, reduce performance variances and maintain consistency
• Implement an appropriate Management Training model including Management tools in partnership with L&D
• Embed a learning culture in Customer Success
• Develop and roll out consistent capability framework to support colleague growth and development
• Facilitate talent management processes and development initiatives in line.
• Design and implement a colleague engagement program across Customer Success to increase eNPS
• Build relationships with industry boards CCMG to leverage industry accreditation opportunities
• Design and implement a Customer Success Recognition program aligned to and supporting global and local initiatives
• Build strong working collaborations with L & D and Internal Comms
• Departmental lead and full accountability for all internal communication into Customer Success and out into wider Sage AME
• Responsible for planning and escalating all internal Customer Success events

Must Have

Skills, know-how and experience:

• Strong leadership and direction to others within the function to support the achievement of the enablement strategy and strategic objectives
• Excellent communication, written, presentation and conceptual skills
• Observant and analytical
• Operational and relational knowledge: Must be able to listen, trust, form relationships, observe, identify, and report. Must be flexible to deal with different types of relationships and behaviours
• Sensitivity and maturity: You must not only be able to demonstrate sensitivity to others, but you must also be sensitive and mature enough to be aware of your own motivations
• Authenticity: You must be authentic. You must act in accordance with the values you seek to promote in the organisation
• Excellent role model and high performer
• Custodian of Customer Success culture

Technical / Professional Qualifications

• Post Matric qualification or equivalent experience required
• Minimum of 5 - 7 years’ experience in the field
• HR background or exposure to HR related processes desirable
• Learning/Training background desirable

Key Performance Indicators

• Establish and embed a customer centric approach and drive the appropriate learning interventions to create exceptional experience across the Customer Success division
• Making the culture real by living the refreshed values, increasing colleague engagement and embed the leadership behaviours by giving back through Sage Foundation
• Provide innovative solutions that build Customer Success capabilities to solve customer problems, integrate emerging technology and accelerate the availability and adoption of Sage Business Cloud solutions