Customer Success Consultant, Remote

Location US-Thousand Oaks, CA, or Washington, DC
Posted Date 1 week ago(3/13/2023 11:19 AM)
Req #
# Positions
Customer Service/Support (US) - Customer Service


To proactively ensure customer success across all TfS products, with a library first approach. Managing the day to day relationships with customers and delivering outstanding, high quality service.

Essential Job Functions & Responsibilities

  • Deliver outstanding customer service, communicating with customers via telephone/video, and ticket-based contact channels to meet the TfS SLAs
  • Deliver excellent consultative support - ability to assess customer's' support needs, then provide solutions or refer them to other team members
  • Provide expertise and guidance throughout the customer journey from pre-sales, implementation, support calls, and on going success
  • Undertake proactive reviews of customer implementations to ensure they derive maximum value from the purchases with TfS
  • Writing and continuously improving articles for internal and external knowledgebases with the aim of reducing ticket numbers
  • Provide pre-sales and renewal support to our Sales Team
  • Deliver onsite and online training
  • Administrative, promotional and operational responsibilities may be included.

Pay Transparency and Benefits Package

SAGE Publishing is committed to being an inclusive employer where all individuals are treated with fairness and respect. SAGE is proud to be an equal opportunity workplace and is an affirmative action employer. 


Compensation at SAGE is influenced by several factors, including but not limited to skill set, nature and level of experience, qualifications, and other relevant considerations. We anticipate the minimum full-time salary range for this position to be between $53,300 - $66,700. Please note that the compensation details listed in U.S. role postings reflect the base salary only and do not include bonuses or benefits. Your recruiter can share more about the specific salary range and additional aspects of the compensation/benefits package for this position during the hiring process. If your desired salary falls outside of this range, we hope you'll still apply as there may be other positions that better align.


In addition to compensation, SAGE offers a highly competitive and comprehensive PPO medical, dental, and vision care benefits package with SAGE covering most of the premium costs. Unique program benefits that support a healthy life, a company-sponsored anniversary trip every 5 years, a 401(k)-matching program of 100% up to 5% of pay, and other significant meaningful benefits. In alignment with our value for education, SAGE offers financial support for bachelors and graduate-level degree programs as well as learning for personal interest.


SAGE offers freedom and autonomy in your day-to-day with hybrid or remote work, depending on the role. Join the nearly 2,000 SAGE employees worldwide who deliver products and services that serve to fulfill our noble goal of education and dissemination of knowledge globally. We’d love to meet you!


Qualifications & Education

  • Be excited by transforming our impact into higher education globally and be looking for a role that both inspires and challenges you.
  • Prior required experience working in a library environment.
  • Have a passion for helping universities establish a service to deliver the maximum return
  • Understand the importance of clear Customer Service and why Customer Success is essential
  • Excellent written and verbal communication skills and the ability to articulate findings and instructions to a variety of audiences appropriately
  • Excellent organisational skills
  • Ability to work under pressure in a global environment
  • Self-motivation and the ability to work by yourself and as part of a team
  • Willing and able to travel to Universities across your territory to deliver training and support events as required. There will also be an annual TfS meeting in the UK.
  • Working within the Operation Team will involve flexibility in working hours

SAGE U.S. Diversity, Equity, and Inclusion (DEI) Charter

SAGE Publishing is committed to being an inclusive employer where all individuals are treated with fairness and respect, regardless of age, disability, gender identity, marriage and partnership status, pregnancy and parental responsibilities, race, religion and belief, sex, or sexual orientation.


We believe that diversity is a cornerstone of a vibrant culture. We want SAGE to be an organization where the most talented staff and high-potential staff are recruited, have the opportunity to grow, and want to work. We strive to achieve a better representation of diverse talent at all levels, including leadership, across our workforce.


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