Customer Success Manager

As a Customer Success Manager, you’ll be the main point of contact for our Sage Intacct customers during their time with Datel, meeting them at the start of their first project with us. From there, your priority will be to ensure that we balance the customer’s needs with our own, understand their priorities and work with the different areas of the business to deliver success.

You’ll build long-term, mutually beneficial relationships with your customer base, keeping in touch with multiple contacts and decision makers. You’ll get to know their strategic goals and how Sage Intacct contributes and adds value, how they utilise the solution and spot opportunities for them to expand their use of business technology to better serve their needs.

You’ll be the point of contact within Datel for anyone working with each customer, managing the touch points at key stages in their time with us such as project kick-offs, go-lives and significant interactions. You’ll be aware of timescales of projects, support tickets and when we’re working with third party suppliers, flagging issues before they are felt by the customer. You’ll resolve problems, working with colleagues at Datel to delight customers even in challenging situations.

You’ll work with marketing and product experts to ensure the customers are well-informed on Sage Intacct product updates and Datel communication and events. You’ll also work closely with the Customer Advocacy Manager to build advocate activity and share the success stories of the customers you work with. You’ll also utilise the knowledge gained from the feedback loops into Datel with tools such as NPS surveys results and manage follow up interactions to support better outcomes for the customers in the long term.

You’ll be someone who is passionate about delivering great outcomes for the customer, problem solving and ensuring our customers get value from working with Datel. You’ll be an individual that can balance both strong customer facing interactions with internal discussions and needs. A background within a customer facing role, and good level of understanding of business and finance systems is required. We’re looking for an individual that can listen to the customer’s needs and become a strategic advisor to their business based on an understanding of where Datel can help and support them.

You’ll have an interest in business technology and understand what it takes to build great experiences for our customers that leads to them staying with Datel and Sage Intacct. Above all else, we are looking for someone that brings a growth mindset, strong communication skills and an ability to build rapport with all levels within an organisation as that will be needed both within Datel and with the customers you work with.

Datel is a successful tech and services business that is here to help you to achieve your full potential. Potential is more than just a word to us, it’s our purpose.

This role plays a key part in shaping how we engage with our Sage Intacct customers and bring our Customer Success philosophy to life. You will work closely with the existing Customer Success Managers, the Sage Intacct Consultancy team led by Lorna Timms and and the Customer Engagement team led by Shanice Sellers. You will report to the Services Director for Sage Intacct, Paolo Arcangelo, and will be supported by colleagues across the wider business, including Support, Pre-sales and Sales.

We’ll share with you our approach to working with customers, why Customer Success is so important to us and what we have to offer our clients in terms of technology, products, services and expertise.

As well as a competitive package, this role gives you the opportunity to build your knowledge and skills, discover and work with new tech, and work collaboratively with clients to help them realise their business goals.

We offer an excellent benefits and support package including 25 days holiday (plus bank holidays); a supportive culture with a stable community that nurtures individual and customer success; autonomy to work in ways that allow you to be your best and achieve your individual goals; a financial benefits package including pension, Life Cover of 4 x basic salary, discounted shopping scheme, access to an electric vehicle scheme, and a referral bonus; a health benefits package including access to Bupa, a health cash plan with money back towards the costs of optical and dental treatments, access to GPs and a 24 hour advice and information line, cycle to work scheme and access to Mental Health First Aiders; the opportunity to have your say – we regularly ask for your input; learning and development opportunities to build your knowledge and skills; inspirational social and educational events to inform and foster in-person and virtual connections with our people; and volunteering and charity fundraising opportunities - get involved with our charities, Sage Foundation and our local Foodbank.