FAQs
What is the role of a Customer Onboarding Specialist at Sage?
The Customer Onboarding Specialist is responsible for training customers, guiding them through the onboarding process, and providing ongoing support to ensure they successfully integrate and utilize the Sage Accounts Receivable Automation (SARA) product.
Is this position remote?
This is a hybrid role, requiring three days per week in the Lawrenceville or Atlanta office.
What qualifications are needed for this role?
Candidates should have 2+ years of experience in customer success, onboarding, or support roles, preferably in a SaaS or accounting environment. A strong understanding of financial management software and excellent communication skills are also essential.
What kind of training will the Customer Onboarding Specialist provide?
The Specialist will conduct comprehensive onboarding sessions tailored to the unique needs and business goals of new customers, as well as develop and maintain training materials like user guides and video tutorials.
What tools or software knowledge is preferred for this role?
Prior experience with Sage 50, SAN, or other customer accounting software is preferred, along with familiarity with Customer Success Management Systems such as Gainsight, Totango, or ChurnZero.
How does Sage support employee development?
Sage offers a library of on-demand career development options, ongoing training offerings, and provides $5,250 in tuition reimbursement per calendar year starting six months after the hire date.
What employee benefits does Sage offer?
Sage provides competitive salaries, comprehensive health, dental, and vision coverage, a 401(k) retirement match, extensive paid time off, paid parental leave, volunteer days, and wellness rewards programs.
Will there be opportunities for ongoing support after onboarding?
Yes, the Customer Onboarding Specialist will provide ongoing support and troubleshooting for customers during their initial usage phase and monitor their progress to proactively identify additional training opportunities.
Is experience in a customer-centric role necessary for this position?
Yes, a customer-centric mindset and strong problem-solving skills are essential for the Customer Onboarding Specialist to effectively build rapport and foster positive relationships with customers.
How often will I interact with cross-functional teams in this role?
The Customer Onboarding Specialist will collaborate frequently with cross-functional teams, including Product Management, Customer Success, and Customer Support, to address customer feedback and improve the onboarding process.