Sage Customer Success Programme Manager Jobs in South Africa

Sage Customer Success Programme Manager Jobs in South Africa

Job Title Customer Success Programme Manager

Advert Sage is a global company with a local heart. The market leader for cloud-based accounting, financials, enterprise management, people, and payroll software, we empower the world’s business heroes—from single-person startups to large enterprises.

Our people are passionate and positive. We inspire our colleagues to serve business builders everywhere and champion their success. As a FTSE 100 company with 14,000 colleagues across 24 countries, we do business the right way, while giving back to our local communities through the Sage Foundation.

Sage is passionate about building a culture where our colleagues feel they can bring their whole selves to work. Where people know they’ll be judged on their performance and behaviours - not their identity.

All qualified applicants will receive consideration for employment and will not be discriminated against based on their race, color, age, religion, sexual orientation, gender identity, national origin, disability or veteran status.

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.
Skills, know-how and experience:

Must have:

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 commerciality and 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
Budget owned:

Yes Key stakeholders:

Field Marketing

Customer Experience

Customer Services

Sales

Marketing and Sales Operations

Partners & Alliances

Shared Services teams for delivery

Matrix line manager:

Regional Sales Leadership

Function Sales

Country South Africa

Office Location Johannesburg

Sage Customer Success Programme Manager Jobs in South Africa