Jobs 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

go to method of application »

Sage is seeking learning facilitators for our Sage payroll products and partner curriculums. This position will facilitate and deliver learning programs in many formats providing performance enhancing opportunities for Sage colleagues, partners, and customers. These formats typically include Instructor-led online or in person classes, webinars, and flipped classroom offerings. Because facilitators represent Sage and the customer’s impression of our company, candidates must always maintain a positive and professional attitude when interfacing with customers and partners. Facilitators are expected to independently lead curricula of any level of difficulty and act as subject matter experts in the presenting of curricula.

Key Responsibilities Key Accountabilities And Decision Ownership

• Provides high impact instruction and facilitation to Sage colleagues, customers, and partners
• Becomes the Subject Matter Expert for assigned product, including deep product knowledge and the domain business knowledge it supports
• Participates in release readiness activities of new products, product updates, and learning program changes
• Provides feedback of learning content quality, delivery quality, and product quality into business for continual improvements
• Responsible for managing learning environment processes, technology, and provisioning
• Can work independently on the delivery of highly complex content Skills, know-how and experience:

Must Have

• Must have a Sage certification on Sage 300People, Sage Premier and Sage Business Cloud Payroll Professional and experience on the various products.
• Minimum of 3 years’ experience in a product education environment
• University degree in education or equivalent experience
• Strong knowledge of adult learning theory and must demonstrate exceptional facilitation/teaching skills for adult learners
• Experience with Microsoft Office, eLearning, and virtual learning technologies
• Must have exceptional communication and organisational skills, demonstrate initiative and work well in a team-based environment
• Be a strategic thinker, results-oriented, and demonstrate a strong orientation toward outstanding customer service with a complete willingness to accept accountability for results

Additional Skills For This Specific Position

• Experience working with cloud business solutions as a key user
• Project management and Implementation experience of a business solution is a plus