Director SMB Support at Sage

Reporting to the VP for Services, the Regional Director of Customer Support is an integral part of the Customer Success Leadership team in Africa Middle East and takes full accountability for Customer Support across the Sage AME product stack - including both the Small and Medium business segments. The successful incumbent will demonstrate strong leadership, drive and commitment to operating a high-performance team to deliver market-leading growth for Sage. The core requirement of the role is to lead a team of leaders to deliver our service strategy through our people ensuring we keep our customers at the centre. Strong leadership capabilities and strong communication skills are essential in this role as is collaboration with relevant Leaders in the AME region and as well as collaboration with our Global Teams. The successful incumbent will drive business performance by attracting and developing talent and building capability at all levels. Driving culture which enables the delivery of our strategic pillars, winning in the Market, Revolutionizing the business.

Key Responsibilities

Understand in detail the SaaS model and the online, cloud-based environmentshared strategic objectives

Must Have

Skills, know-how and experience:Direct ReportsKey Performance Indicators

• Understand our key competitors, what they are doing, how they influence our customers and what this means for our business strategy
• Lead, inspire and develop a cross functional team to deliver strong results and best in class service
• Drive, lead and influence innovation and high performance across the Customer Support Teams
• Transform legacy engagement and support models to deliver world class, digital first customer success
• Accountable for division NPS and consistently deliver service levels, ensuring insights are shared and leveraged to drive continuous improvement across the Sage AME business
• Facilitate and enable strong collaboration in a matrix environment, collaborating across functions to build the plans, capabilities and propositions required to meet
• To be constantly reviewing industry and sector trends, ensuring that we are market leading with our customer experience and support.
• Understand customer requirements and the key market dynamics in terms of market size, segmentation, and service trends using this information to inform the strategy and plan
• Lead and drive the strategy of Customer Service by aligning the operational environment to meet the business outcomes agreed
• Enabling teams to deliver results through a high-performance culture that will enhance each customer relationship with Sage
• Lead and equip colleagues to support programs for Customer Success
• Cascade the reporting to share quarterly formal reports on functional performance including revenue, customer satisfaction, and product impact
• Drive skill development and colleague growth plans (across teams) to implement cross skilled activities to maximize our exposure for success with minimal disruption
• Ensure that all Sage Policies and departmental Standard Operating procedures are implemented and complied with by a Sage Colleague
• Actively contribute to the growth of the business through sharing knowledge and experience
• Drive an extraordinary customer experience culture for both internal and external customers, representing the Sage Brand at all times
• Energetic Business leader with experience of leading significant business transformation including demonstrated experience in Leading Large Operational Customer Support teams
• 5-10 years extensive experience in leading and transforming high-volume and large scale call centres focusing on customer support
• Strong Commercial acumen with a thorough understanding of strategy and how to translate strategy into operational plans, execution and demonstrated results.
• Demonstrated ability to inspire and motivate large teams and creating high-performance Customer Support Teams
• Deep understanding of Customer Success in a SaaS Environment.
• Strong Customer focus and high level of customer service ethics with first-hand experience in dealing with customers
• Proven stakeholder management capability, with the ability to manage and influence diverse stakeholders including internal, business partners and customers.
• Strong communicator, skilled in operating and engaging at all levels from front line to senior executives
• Highly collaborative, successful in building strong working relationships across the organisation and externally
• Open minded, status quo challenger with ability to execute and drive change at pace
• Strong analytical ability to translate data and information to make progressive business decisions
• This role will be responsible for leading the customer support teams of Operational Managers across segments
• Consistently deliver service levels through effective leadership, strong planning and execution.
• Understand NPS in detail for the AME business and customer service specifically – use this as a key performance measure for your function and part of our strategic and workforce planning
• Develop and execute a detailed operational plan in line with the CS strategy and your peer group plans
• Attend and contribute to cross functional meetings ensuring that we take a collaborative approach