Sage Solutions Group

Lead and develop a high-performing team to ensure exceptional customer experiences and operational excellence. | 5+ years in customer service or inside sales with 2-3 years in leadership, high school diploma required, bachelor's preferred. | SUMMARY The Customer Success Manager is responsible for leading and developing a high-performing Customer Success team focused on delivering exceptional customer experiences, customer retention, and operational excellence. This role oversees the daily operations of the Customer Success and Service department, establishes and monitors KPI performance standards, provides ongoing coaching and training, and ensures accountability to company policies and service and sales expectations. The Customer Success Manager plays a critical role in shaping the overall customer journey by fostering a compassionate, customer-focused culture while balancing customer advocacy with sound business judgment and operational efficiency. EDUCATIONAL REQUIREMENTS Highschool diploma required. Bachelor's degree preferred. Minimum of 3 years successfully managing and leading a call center or customer service team Minimum of 5 years in a customer service, inside sales or related field EXPERIENCE REQUIREMENTS Proven experience in a customer-facing role, such as customer success, account management, or sales, with at least 2-3 years of experience in a managerial or leadership position. Some experience with musical instruments preferred. Strong leadership and people management skills, with the ability to motivate, develop and inspire a team. Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders. Deep understanding of customer success and call center best practices, methodologies, and KPIs. Familiarity with CRM systems, customer success tools and inventory management software. Results-oriented mindset, with a focus on achieving and exceeding team targets. Ability to generate and analyze reports on all customer activity, including sales performance. Ability to work effectively in a fast-paced, dynamic environment, with strong organizational and time management skills. WORK STYLE AND UNIVERSAL BEHAVIOR EXPECTATIONS LIVES OUR PASSION, FULFILLS OUR PURPOSE, AND ESPOUSES OUR VALUES Inspiring joy through string music Advocate for string players with amazing products, value, and service Can-do Help first Never settle Recognize wins SUPERVISORY RESPONSIBILITIES Manages & Leads Customer Success Teams REPORTS TO Designated Senior Sales Manager ESSENTIAL JOB FUNCTIONS [The fundamental job duties the individual must be able to perform, with or without accommodation; removal of these functions would fundamentally change the job] Lead and manage a team of Customer Success personnel, providing guidance, coaching, and support to ensure the team's success in achieving customer satisfaction and retention goals. Monitor, evaluate, and hold team members accountable to established KPIs, productivity expectations, quality standards, attendance requirements, and customer experience goals. Sets clear performance expectations and goals for the team, monitoring individual and team performance, and providing regular feedback and performance evaluations. Conduct regular performance evaluations and provide constructive feedback to team members. Provide ongoing coaching, mentorship, corrective feedback, and professional development to improve employee performance, engagement, and service consistency. Identify training and development needs and create improvement plans as necessary. Manage the application and workflow of customer success team members. Make sure that the customer success environment is conducive to work. Maintain a high team morale. Develop and deliver training programs and resources to enhance the skills and knowledge of the customer success team, keeping them updated on company processes, products, systems, and customer service best practices. Assist in the design and delivery of comprehensive training programs for new Customer Success associates. Conduct orientation sessions to onboard new hires and ensure a smooth transition into their roles. Develop training materials, manuals, and resources to support ongoing learning and development. Conduct training sessions on product knowledge, customer success skills, and company processes. Foster a customer-centric culture within the team, emphasizing the importance of understanding customer needs, delivering proactive support, and building strong relationships. Promote a compassionate, solutions-oriented customer experience by modeling empathy, professionalism, patience, and effective conflict resolution. Serve as a leader in shaping and improving the overall customer journey by identifying service gaps, improving workflows, and advocating for customer-focused solutions. Act as an escalation point for customer issues, providing guidance and support to resolve challenges effectively and ensuring timely resolution. Build and maintain strong relationships with key customer accounts, acting as a strategic advisor and champion for their success. Relationship Building: Establish and maintain strong relationships with customers, demonstrating empathy, active listening, and a genuine interest in their needs, to foster long-term loyalty. Assist team members in managing customer accounts, addressing inquiries, and resolving issues in a timely and effective manner. Enforce company policies, procedures, service expectations and operational standards consistently, while exercising sound judgment and discretion. Ability to balance customer advocacy with company policies and operational requirements while maintaining professionalism and fairness. Develop and implement strategies and processes to drive customer success and maximize customer value, collaborating with cross-functional teams to align efforts. Analyze customer data and metrics to identify trends, opportunities, and areas for improvement, and provide actionable insights to the team. Tracks, analyzes, and communicates key quantitative metrics and business trends to team members and internal teams. Customer Success Metrics: Meet or exceed key performance indicators (KPIs) and service level agreements (SLAs). For example: customer satisfaction ratings, response time, resolution time, and first call resolution rate. Documentation and Reporting: Maintain accurate and detailed customer interaction records, documenting inquiries, issues, and resolutions in our CRM system. Utilizes CRM to keep track of customer data, opportunities, logging calls and relevant notes Make sure that the customer success environment is conducive to work. Maintain a high team morale. Develop and deliver training programs and resources to enhance the skills and knowledge of the customer success team, keeping them updated on company processes, products, systems, and customer service best practices. Assist in the design and delivery of comprehensive training programs for new Customer Success associates. Conduct orientation sessions to onboard new hires and ensure a smooth transition into their roles. Develop training materials, manuals, and resources to support ongoing learning and development. Conduct training sessions on product knowledge, customer success skills, and company processes. Foster a customer-centric culture within the team, emphasizing the importance of understanding customer needs, delivering proactive support, and building strong relationships. Promote a compassionate, solutions-oriented customer experience by modeling empathy, professionalism, patience, and effective conflict resolution. Serve as a leader in shaping and improving the overall customer journey by identifying service gaps, improving workflows, and advocating for customer-focused solutions. Act as an escalation point for customer issues, providing guidance and support to resolve challenges effectively and ensuring timely resolution. Build and maintain strong relationships with key customer accounts, acting as a strategic advisor and champion for their success. Relationship Building: Establish and maintain strong relationships with customers, demonstrating empathy, active listening, and a genuine interest in their needs, to foster long-term loyalty. Assist team members in managing customer accounts, addressing inquiries, and resolving issues in a timely and effective manner. Enforce company policies, procedures, service expectations and operational standards consistently, while exercising sound judgment and discretion. Ability to balance customer advocacy with company policies and operational requirements while maintaining professionalism and fairness. Develop and implement strategies and processes to drive customer success and maximize customer value, collaborating with cross-functional teams to align efforts. Analyze customer data and metrics to identify trends, opportunities, and areas for improvement, and provide actionable insights to the team. Tracks, analyzes, and communicates key quantitative metrics and business trends to team members and internal teams. Customer Success Metrics: Meet or exceed key performance indicators (KPIs) and service level agreements (SLAs). For example: customer satisfaction ratings, response time, resolution time, and first call resolution rate. Documentation and Reporting: Maintain accurate and detailed customer interaction records, documenting inquiries, issues, and resolutions in our CRM system. Utilizes CRM to keep track of customer data, opportunities, logging calls and relevant notes Product Knowledge: Develop a high level understanding of our products and services, staying up to date with their features, benefits, and applications to effectively address customer inquiries and provide accurate information. Process credit card payments, resolve failed transactions, and monitor for potentially fraudulent activities. Provide information on Shar Music Loyalty Points program and set up customer accounts. Assist with collections for Rentals and SharWay programs. Cross selling relevant products and services. Follow pricing and margin control to ensure profitability. Understand the shipping process to provide client accurate shipping times and expectations. Collaborate with Sales, Product, and Support teams to ensure a seamless customer experience, advocate for customer needs, and drive customer retention and expansion. Stay up to date with industry trends, customer success methodologies, and emerging technologies, and share knowledge and best practices with the team. Regular and routine onsite attendance

Manage and grow key B2B accounts through contract negotiation and cross-team coordination to ensure retention and growth. | Requires 5+ years in account management or B2B sales managing enterprise clients, bachelor's degree, CRM proficiency, and occasional travel. | Location: Michigan (on-site/hybrid) | Type: Full-Time | Department: Sales & Customer Relations Company name confidential — additional details shared during prescreening & further steps. About the Role We're looking for a Senior Account Manager to own and grow a portfolio of key B2B and institutional accounts. You'll be the primary relationship owner for some of our most important customers — responsible for retention, growth, and ensuring every account gets a best-in-class experience. This role suits someone who thrives on relationship-driven sales, has strong commercial instincts, and enjoys solving problems for clients rather than just managing a pipeline. What You'll Do Manage and grow a portfolio of key institutional and commercial accounts, serving as their main point of contact Develop account plans and identify upsell/cross-sell opportunities within existing accounts Negotiate contracts, pricing, and terms with institutional and commercial buyers Partner with sales leadership to forecast account performance and report on portfolio health Resolve escalated customer issues quickly and effectively, coordinating across internal teams Represent the company at industry conferences and trade events Mentor junior account or sales team members and help refine account management processes Stay current on industry and market trends to better serve accounts What We're Looking For 5+ years of experience in account management, B2B sales, or a related relationship-management role Proven track record of managing and growing a book of business, ideally with institutional or enterprise clients Excellent communication, negotiation, and relationship-building skills Comfortable working with CRM tools (e.g., HubSpot or similar) to manage pipeline and reporting Strong organizational skills and ability to manage multiple accounts and priorities simultaneously Willingness to travel occasionally for trade shows, conferences, and on-site account visits Bachelor's degree preferred, or equivalent professional experience Why Join Us Work for a stable, profitable, well-established company with a long track record in its industry Competitive base salary plus performance-based incentives Comprehensive benefits package (medical, dental, vision, retirement plan) A collaborative, low-turnover culture where institutional knowledge is valued

Lead client onboarding and implementation projects ensuring timely delivery and stakeholder communication. | Requires strong organizational, communication, problem-solving skills, and proficiency in Microsoft Office. | Position Summary: Our client is seeking a Implementation Project Coordinator who is responsible for leading client onboarding and implementation initiatives, ensuring a seamless transition from sales to successful deployment. This role partners cross-functionally with internal departments, external vendors, and customers to coordinate project timelines, maintain communication, and deliver an exceptional client experience. Key Responsibilities: • Manage end-to-end client onboarding and implementation projects from kickoff through completion. • Develop and maintain project schedules to align customer expectations, internal resources, and operational timelines. • Coordinate logistics related to product/equipment procurement, delivery, and deployment activities. • Serve as the primary liaison between clients, internal teams, and external partners throughout the implementation process. • Facilitate project meetings, kickoff calls, status updates, and post-launch reviews. • Monitor project milestones, proactively identify risks, and implement solutions to maintain timelines. • Collaborate across departments to ensure all implementation requirements are completed accurately and efficiently. • Maintain consistent communication with stakeholders regarding project status, timelines, and deliverables. • Identify opportunities to improve implementation processes, workflows, and customer experience. • Support issue resolution and escalation management throughout the onboarding lifecycle. Requirements: • Demonstrate professionalism, integrity, accountability, and strong decision-making. • Exhibit clear execution skills with the ability to deliver accurate, timely, and dependable results. • Maintain a growth mindset with a commitment to continuous learning, self-development, and process improvement. • Apply strong critical thinking and problem-solving abilities to analyze situations, identify root causes, and develop creative solutions. • Possess exceptional organizational skills with the ability to effectively plan, prioritize, and follow through on multiple responsibilities. • Deliver a high level of customer service by responding promptly, demonstrating empathy, and driving positive outcomes in customer interactions. • Maintain composure under pressure while adapting effectively to changing priorities, unexpected challenges, and evolving business needs. • Exhibit a detail-oriented and process-driven mindset with a focus on building efficiency, consistency, and scalable workflows. • Work independently with strong self-management skills, including the ability to prioritize tasks, manage deadlines, and proactively identify/escalate risks. • Demonstrate excellent written and verbal communication skills, adapting communication style to diverse audiences and stakeholder needs. • Proficient in Microsoft Office Suite, including Excel and Outlook. Perks of the Job • Amazing workplace culture • Competitive salary • Profit bonus program • Medical, dental, and vision insurance • Health savings and Flexible spending account benefits • Company paid life insurance • 401k matching program • Paid time off program