Job Openings at Sage

Job Description To design solutions for data and complex issues, related to Sage 300 People product. Investigating each data issue for validation of a problem or needing clarification. Help our customers define the context of the issue, then narrow down the cause by continuously analysing the information available, and to find and analyse solutions (options). Making decisions on how the query should be resolved with minimal constraints and minimal impact to the live customer processing environment.

Key Responsibilities Key Accountabilities

• Ensuring that you have a good understanding of clients’ requirements
• Apply yourself to Investigate queries by narrowing down the cause of the issue.
• Apply yourself to understand relational databases and data structures, extract data using SQL logic and syntax, and interpreting SQL information to handle complex queries.
• Apply yourself to learn new technologies quickly and retain information of different client network infrastructures, software solutions and constantly evolving product.
• Consider the benefits and impacts of the solutions you provide prior to implementation of the solution.
• Prepare response that’s articulate how fixes should be applied sequentially and methodically.
• Accurately log events of each customer query on our internal CRM.
• Obtain confirmation from the client’s on whether their needs or query(s) has been resolved.
• Convert issue and query trends into knowledge articles.
• Manage your logged in, unavailability and time measurements within specified benchmarks to maintain/optimise team capacity.
• Encourage our customers to complete your after call survey.
• Grow your product knowledge.
• Grow your customer service engagement with our customers.
• Follow internal policies.
• Be the point of contact for our customers.

Decisions You Will Be Expected To Make

Our Vision “Reimagining the way we continuously transform individual learning into a hub of knowledge for businesses using our product(s) to succeed”.

• Having enough information to solve the query.
• Assign priority to query and escalate where needed.
• When you out of your depth and need help.
• Logging of a critical software bug or enhancement.
• How to deliver negative messages without negatively impacting the customer.

Skills, Know-how And Experience Needed For The Role

• 2 years Payroll administration and Legislation work experience
• Required Sage 300 People product certification or 2yrs consulting experiencing in similar or related payroll product.
• Experience in Customer Service
• Proven History in Problem Solving
• Has the ability to be clear, precise and detailed when articulating problem statements.
• Computer Knowledge (MS Office: Excel, Word).
• Have excellent communication skills – written and verbal.
• Ability to identify and adapt to the client’s style of communication.
• Ability to control the conversation.
• Use Critical and design thinking to think logically and rationally in resolving queries and providing solutions.
• Use Process (Product) and situational thinking to determine the query and the outcome needed.
• Manage uncertainty effectively, work without supervision and meet deadlines.

Goals

• Customer Satisfaction Rating
• First Call Resolution Rating
• Call Waiting
• Self-Service Adoption
• Self-Improvement

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Job Description

• We’re currently recruiting for an experienced Customer Success Programme Manager, to be responsible for providing effective planning, development, delivery and optimisation of end-to-end nurture programs that drive increased engagement and advocacy of our existing customer base in Medium Business.
• Through highly relevant and engaging programs, the Programme Manager will help influence value through surfacing core value messages and driving appropriate cross sell activities. This includes developing and executing on customer loyalty and retention programs, owning end-to-end customer nurture journeys and delivering ‘always on’ programs to continually optimise and drive customer success.
• We’re seeking candidates with a background in campaign management, ideally from a B2B or subscriptions environment. You’ll have worked in a customer focused role, managing the full end-to-end process from customer on-boarding to nurture journeys as well as retention campaigns. Not only will you manage campaigns, you’ll also be responsible for monitoring, tracking and reporting on campaign activity so you’ll be highly analytical with an eye for improving performance. This role works closely with internal and external stakeholders across several sales, marketing and service teams, as well as the central partner and renewals teams so proven stakeholder management and communications skills in a matrixed environment is vital for this role.

Key Responsibilities Key Accountabilities And Decision Ownership

• Develop and execute customer loyalty and retention programs, ensuring revenue is maximised to retain customers and increase customer value for medium business products.
• Own end-to-end customer nurture journeys and deliver ‘always on’ programs designed to continually optimise and drive customer success.
• Drive increased revenue through active upsell and cross sell using a range of marketing channels and activities.
• Monitor, analyse and present to the business the results and ROI of nurture campaigns and work with teams such as partner, sales and service to impact.
• Effectively manage key stakeholders across multiple areas to ensure delivery of assets, including upward and outward management, internal marketing team and peers and other internal stakeholders.
• Work in close collaboration with key local and central teams to deliver key strategic business objectives, including the delivery of successful customer programs.
• Outstanding project management to ensure the delivery of all campaign deliverables.
• Ensure consistency and quality control on all communications collateral produced with detailed and accurate proofing skills, in line with the local and central approvals processes.

Must Have
Skills, know-how and experience:

• Minimum of 5-10 years’ experience in breadth programme management or B2B in marketing, in particular customer marketing.
• Ideally 2-3 years’ experience in a subscription-based company, building customer nurture and retention programs with desired experience in migrating customers to subscription.
• Driven individual with proven delivery of complex, multi-touch, multi-dimensional customer program design, creation and implementation with the vision to go beyond the brief.
• Demonstrate commercial ability and the ability to deliver against KPIs, revenue and ROI – including proven lead generation.
• Excellent influencing skills to gain key stakeholder input and buy-in to delivering end to end programs.
• Strong analytical skills and understanding of business impact metrics and how to influence this across end to end program delivery.
• Strong customer experience with the ability to gain a strong understanding of key audiences.
• Ability to effectively own and manage resources and budgets.
• Excellent writing, proofing and editing skills across all forms of communication with a clear understanding of audiences and how to tailor effective communications to customer type.
• Knowledge of using marketing systems such CRM e.g. Salesforce
• Proficiency in English language, verbal and written
• Background in influencing and presentation skills
• Knowledge of software industry and small to medium business market

Preferred

• Experience in selling, implementing or supporting one or more Sage Solution
• Experience in Customer Success related field

Technical / Professional Qualifications

• Tertiary Degree or equivalent
• Working Knowledge of ERP and / or HR Software Solutions

Key Performance Indicators

• ROI of campaign against business metrics
• Conversion metrics at key customer touch points within the nurture journey
• Customers retained and value
• Leadership and coaching
• Continued optimisation and improvement of campaigns

Direct Reports

• 3 Business Relationship Program Managers

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Job Description As part of the Global Organisation, This role develops, implements and tests bespoke solutions for customers.

Responsibilities
The responsibilities include but will not be limited to the following
This role entails development of system interfaces to and from the Sage product with 3rd party applications, generate reports, and working towards deadlines.

• T-SQL Querying and Stored Procedures
• C# Application support and development
• Cloud Computing
• Testing and implementing reports and applications on-site at customers
• Leading internal colleagues or business partners to complete project milestones
• Project and Time Management
• VBA knowledge from legacy solutions
• General administration
• Monthly and Yearly planning
• Monthly and yearly reports

The role creates bespoke solutions to ensure timely and accurate requests, as well as support on existing solutions.
Based in Pretoria, the successful candidate must be experienced in T-SQL, C# & Powershell, have good interpersonal skills and previous consulting experience.
Key Responsibilities Key Accountabilities And Decision Ownership

• Develop automated solutions to interface to and from the Sage systems
• Flexible to complete work on-site during certain project phases
• Package generic solutions
• Generate Payroll & HR report
• Effectively plan and document reporting and automation requirements
• Develop, Test and implement solutions
• Manage client expectations and meet deadlines
• Working with team members
• Support customers and consultants on existing solutions
• Forecast and keep track of time utilized on solutions on a weekly basis
• Communicate any deviations from a project
• Resource Planning
• Plan and manage own time effectively in order to achieve key areas of the position
• Assist with development specifications and workshops
• Above applies for Sage 300 People and Sage 300 Premier products.

Skills, Know-how And Experience
The following soft skills and personality attributes are required in order to be successful in this role:

• Good communication skills
• Self-motivated
• Passionate about their work and expanding their knowledge
• Meet client expectations for solutions
• SQL querying, SSRS and SSIS
• C#

Technical / Professional Qualifications
The following qualifications and experience are required:

• B.Tech Degree or similar
• Must have strong development and database querying skills (C#, SQL, Powershell)
• Business Maturity
• VBA knowledge (Advantage)
• Sage 300 People & Premier database structure knowledge (Advantage)
• Cloud programming & architecture knowledge (Advantage)

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Job Description The Quality Assurance role is to ensure that all software is thoroughly tested through identifying software defects and risks and full fills the requirements of the test cases to ensure high quality product releases.
Key Responsibilities Key Accountabilities And Decision Ownership

• Compiles all test cases, test scenarios and test plans in accordance to the approved functional/design specification.
• Conducts testing and follows testing procedures according to the established test plans.
• Attends Scrum Meetings daily ensuring knowledge of system changes and updates are maintained, provides progress on fixes and addresses roadblocks etc.
• Communicates openly and effectively across and within the Business Solutions teams, in order to resolve quality issues and contribute towards the quality strategy of the Company.
• Liaises with the various Sage Test leads to co-ordinate the successful completion of UAT.
• Coach and mentor others by using one’s own experience and knowledge to assist and provide recommendations for junior/less experienced team member.

Must Have
Skills, know-how and experience:

• 3-5 years’ software testing experience Basic knowledge of programming
• Ability to understand and write code using C# and SQL (Basic Level)
• Good understanding of various software testing techniques, methods and documentation.
• Experience with different automated testing tools (i.e. Selenium, Coded UI)
• Ability to compile test cases, testing frameworks, test plans and reports
• Intermediate to Advanced understanding of Microsoft Excel (all versions)

Preferred

• Basic Accounting Skills
• Experience working in the SCRUM Methodology

Technical / Professional Qualifications

• Advanced IT technical certification/ qualification
• Preferably BSc Comp Science or Diploma (required for progression into QC and Software Development)
• Quality Assurance/ Software Testing Certification (ISEB/ISTQB/SQAMM)