Technical Success Manager

Description du poste:

A Technical Excellence Manager is entrusted with advancing best practices, fostering innovation, and driving continuous improvement within teams that support Sage People SaaS HRIS platform customers. This essential position guarantees the provision of robust, scalable, and high-quality solutions by championing technical standards and nurturing a culture committed to excellence. This role will suit a creative, proactive, problem-solver with exceptional analytical skills. They should desire to influence on product design, strategic growth, partnerships, integrations and best practice.

Hybrid - 3 days in our Winnersh / Newcastle office
Key Responsibilities

* Establish, implement, and uphold technical standards and processes for Sage People HRIS.
* Serve as the Voice of the Customer when collaborating with Engineering, Product, and Senior Leadership Team, contributing valuable insights to optimize product development.
* Monitor emerging technologies and industry advancements, recommending innovations that enhance platform performance and reliability.
* Deliver Level 2 support across UKI and COE cases, facilitating root cause analysis to minimize disruptions and prevent recurrence.
* Collaborate directly with customers to identify and resolve technical issues, utilizing expert consultation skills and creative problem-solving strategies to deescalate complex situations.
* Develop and implement low-code projects designed to enable customers to maximize return on investment through scalable solutions.
* Provide expert technical guidance to the Sales team to facilitate new business acquisitions.
* Offer Expert Services to Partners via webinars, workshops, and COE case guidance, ensuring consistently high service standards for customers.
* Mentor and coach team members, promoting a learning-oriented environment and supporting professional development.
* Build and strengthen relationships with external technical partners to fully leverage opportunities for integration and collaboration.
* Enhancing the effectiveness of AI tools that assist with the needs of customers, partners, and internal teams.

Requirements

* Experience in delivering, designing, or supporting HR or SaaS software solutions would be beneficial.
* Proven ability to quickly assimilate complex technical information and translate it into clear, comprehensive documentation for non-technical audiences.
* Excellent presentation, verbal and written communication skills, demonstrating clarity, professionalism, and appropriate use of grammar and style across diverse stakeholders.
* Demonstrated mentoring and coaching abilities for effective knowledge transfer to partners and customers.
* Strong relationship management capabilities, including influencing skills and the ability to navigate challenging customer interactions.
* Superior stakeholder management and advanced problem-solving skills.

Your benefits:

* Generous bonuses and pension scheme: Up to 8% matched pension contribution plus 2% top-up by Sage.
* 25 days of paid annual leave with the option to buy up to another 5 days
* 8 bank holiday days
* Paid 5 days yearly to volunteer through our Sage Foundation
* 50% income protection
* Holiday buy + sell
* Comprehensive health, dental, and vision coverage
* Work away scheme for up to 10 weeks a year
* Ongoing training and professional development
* Hybrid working
* Healthy Mind app membership
* Access to various helpful memberships for finances, health and wellbeing

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