Yannick Ngabitsinze

• RECRUITMENT
  - Identify the gaps in verticals, categories, or business function of the product.
  - Identify new ISV to recruit.
  - Organise and meet with new ISV to explain the ISV Journey.
  - Identify the best type of agreement and onboard ISV.
  
  ONBOARDING
  - Commercial discussion and negotiation.
  - Contractual discussion, negotiation and facilitate process up until signature (external and internal).
  - Loading on Internal systems.
  - Internal and external announcement.
  
  ENABLEMENT
  - Define enablement plan to fulfil the GTM commitments based on the type of agreement.
  - Collect collateral for ISV repository.
  - Engage with Sage Enablement resources to ensure GTM fulfilment.
  - Identify promotion opportunities and fulfilment.
  
  MAINTENANCE
  - Manage annual price increase process.
  - Ensure contract adherence (e.g. liaise with ISV should breach or potential breach occurs, e.g. outside of fulfilment SLA).
  - Assist in special ISV requests as required from time to time.

• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.
• Managed time efficiently in order to complete all tasks within deadlines.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Worked effectively in fast-paced environments.
• Worked flexible hours across night, weekend, and holidays.
• Learned and adapted quickly to new technology and software applications.
• Resolved problems, improved operations and provided exceptional service.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

Providing 2nd line support to business partners, advisors and accountants.

Responsibilities:

• Provide expert product knowledge by resolving complex escalations from Customer Support and other key stakeholders.
• Deliver timely, accurate communication to Customer Support teams regarding product updates, releases, and bug fixes.
• Identify root causes of software or system issues using advanced system analysis and testing techniques.
• Monitor trends in customer issues to develop proactive communication, early warning insights, and customer education.
• Contribute to Digital Transformation initiatives by improving efficiencies and enhancing the quality of online support platforms.
• Manage the full logging process for software bugs and enhancement requests, ensuring timely resolution and clear tracking.
• Collaborate with internal teams and external partners to drive high quality support outcomes.
• Continuously identify opportunities to increase customer self sufficiency and reduce time to resolution.
• Prioritize workload effectively, especially when resources shift, to ensure the best outcomes for customers, employees, and the organization.
• Stay current on the latest product, technical, and business knowledge across all assigned applications.
• Actively participate in internal projects, including product enhancements, training development, knowledge management, and service improvement initiatives.
• Identify product related knowledge gaps and partner with managers and training teams to close those gaps.
• Provide flexible support across multiple CS products on a demand driven basis.
• Build a deep understanding of customer requirements and business processes.
• Investigate queries methodically and systematically to narrow down root causes.
• Prepare clear, structured responses that outline fixes sequentially and logically.
• Log all customer interactions and case events accurately in the internal CRM.
• Manage your time, availability, and productivity within defined benchmarks to optimize team capacity.
• Promote after call surveys and work toward continuous service quality improvement.
• Grow your product knowledge and elevate customer service excellence.
• Adhere to all internal policies, protocols, and escalation processes.

Skills:

• Product certification on Sage 50c Pastel Partner/Xpress Accounting.
• Strong understanding of support platforms and customer experience best practices.
• Exceptional technical writing and communication skills.
• Ability to follow structured work schedules and manage time efficiently.
• Strong analytical, troubleshooting, and problem solving abilities.
• Skilled in active listening and asking meaningful diagnostic questions.
• Ability to break down complex business processes into simplified steps.
• Able to learn quickly, apply technical knowledge, and follow policies and procedures.
• Comfortable handling difficult conversations professionally and empathetically.
• Able to work independently with minimal supervision and manage uncertainty effectively.
• Adherence to escalation protocols within Customer Support.
Technical Competencies
• Relevant industry experience is an advantage.
• Excellent written and verbal communication skills.
• Strong customer interaction and professional client engagement skills.

Monitoring, Testing and Pressure testing new Sage Accounting add ons to ensure they meet company standards and customer expectations, focusing on identifying defects, documenting issues, and proposing improvements to processes.

Responsibilities:
• Design and execute systems to check for issues
• Document test cases
• Perform and document risk analysis
• Record test progress and results
• Create test plans
• Develop standards and procedures to determine product quality and release readiness
• Discover bugs within the software
• Drive innovation and streamline overall testing processes
• Identify, isolate, and track bugs throughout testing
• Identify any potential problems that users might encounter
• Perform manual and automated testing
• Research and analyze product features being tested
• Research new tools, technologies, and testing processes
• Review user interfaces for consistency and functionality
• Testing and deploying programs and systems
• Continual feedback of progress on assigned tasks to Team Lead

deliver exceptional, high impact support to our Sage Accounting customers.

Responsibilities:

• deliver exceptional, high impact support accounting customers.
• Helping customers clearly define the context of their issue
• Analyse information to isolate the root cause, and recommend effective solutions
• minimize disruption to their live processing environments.

Food Business Management.

Responsibilities:

• Oversee and manage Staff to ensure smooth operation throughout the day, including weekends and holidays.
• Cash-Up & Financial Control: Accurately perform cash-ups at the end of shifts and investigate discrepancies.
• Waste Control & Record Keeping: Control and minimize food waste, keeping detailed records and implementing strategies to optimize resource use.
• Stock Ordering & Management: Manage stock levels, place orders with suppliers, ensure inventory is properly received and stored, and track usage to reduce spoilage.
• Staff Management: Supervise, train, and motivate takeaway staff, ensuring that everyone works efficiently and provides excellent customer service. Handle scheduling, and staff development.
• Customer Service: Resolve any customer complaints or concerns in a timely and professional manner, maintaining high service standards.
• Health & Safety Compliance: Ensure that the takeaway complies with all health, safety, and hygiene regulations per the National Health act and R328 regulation.