Job Description

As a 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).
- 3-5 years of experience in a customer-facing role (onboarding, implementation, or support experience preferred)




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Key Responsibilities

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).




Fyle, now part of Sage Group plc, is a fast-growing SaaS company building cutting-edge expense management solutions for SMBs across the globe. With thousands of customers and a modern, AI-driven product, we are on a mission to simplify finance operations for accounting teams and finance professionals.


Joining Fyle means being part of a global organization with the stability of Sage and the agility of a start-up, where your work will directly contribute to scaling a critical growth channel.




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Function

Customer Operations


Country

India


Office Location

Bangalore


Work Place type

Hybrid


Advert

Working at Sage means you're supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.



Our colleagues are the best of the best. It's why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.


Learn more about working at Sage: sage.com/en-gb/company/careers/working-at-sage/

Watch a video about our culture: youtube.com/watch?v=qIoiCpZH-QE



We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out at careers@sage.com.


Learn more about DEI at Sage: sage.com/en-gb/company/careers/diversity-equity-and-inclusion/