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Team Lead & Data Analyst, Customer Success

Company: Sage Intacct
Location: San Jose
Posted on: June 9, 2021

Job Description:

The Team Lead/Data Analyst, Customer Success ("TL") is a member of the Client Services organization reporting to the Vice President, Client Services. The Team Lead/Data Lead is responsible for managing a small team (two colleagues) of highly skilled, senior resources to drive successful relationships with large, strategic customers across both the direct and Value-Added Reseller (VAR) channels. In addition, the Team Lead will drive the data analysis and mining of customer data and information to identify trends, patterns, and actions for engagement with customers. The TL needs to be able to quickly analyze data / information (in a period of 24 - 48 hours) and turn around recommendations / ideas on how we approach, and address situations based on the information gathered.

The TL will also be responsible for building the framework and process to have a scalable model in place to pro-actively educate customers on best practices and how to take advantage of Sage Intacct quarterly releases most effectively.

Responsibilities:

  • Develop and maintain world-class consulting processes and personnel
  • Create organizational objectives and clear measures of success
  • Develop staff, manage performance and ongoing training
  • Achieve revenue and budget targets
  • Establish reporting metrics and communicate monthly
  • Promote best practices and knowledge sharing
  • Responsible for management of a small team, prioritization, and forecasting
  • Develops and maintains relationships with Sage Intacct direct customers, VARs, and VAR customers
  • Work collaboratively with all cross functional teams to support Customer Success initiatives
  • Provide delivery management to ensure customer satisfaction and customer references

Requirements:

  • The qualified candidate will have a BS/BA in Accounting/Finance or Computer Science or the equivalent and a minimum of 6 to 8 years experience of progressively responsible experience including but not limited to consulting or engineering management.
  • Additional requirements are:
  • Comprehensive and current knowledge of the concepts, characteristics, and capabilities of large scale Software as a Service (SaaS) applications and infrastructure (hardware and network). Must possess technical understanding of software development and associated processes.
  • Experience supporting financial applications is a strong plus and highly desired.
  • Strong management and staff development experience, communications, and interpersonal skills. Strong consulting orientation.
  • Ability to solve practical problems and deal with a variety of variables in situations with high levels of customer interaction.
  • Ability to effectively present information and respond to questions from management and customers.
  • Good business acumen.Ability to define process and diagnose/define creative solutions to scale an organization, reap efficiencies, drive high levels of customer success.
  • Excellent verbal and written communication skills and a strong customer orientation.
  • Experience with data sources and reporting tools, Excel, Tableau, Salesforce Einstein
  • Familiarity with data scripting and development platforms (python, ruby, php, etc.)
  • Understanding of Finance terminology/methodologies, SaaS KPI's is a plus
  • Self-directed and self-motivated with a demonstrated work ethic and ability to perform under pressure
  • Ability to plan and deliver multiple work assignments on-time and fulfill internal and external (customer) commitments.
  • Demonstrated intellectual curiosity, responsibility, determination, creativity, flexibility, drive and self-confidence.
  • Outstanding attention to detail.

Keywords: Sage Intacct, San Jose , Team Lead & Data Analyst, Customer Success, Other , San Jose, California

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