Accounting Success Manager
London, England
Customer Success – Accounting Success Management /
Full-time /
Hybrid
The Accounting Success Manager I will be joining a growing Customer Success team to help support the mid-market customer base in our Close Management solution. The Accounting Success Management team maintains high levels of satisfaction and engagement among our customers to ensure their long-term success with the solution.
Having previous professional accounting or audit experience will allow the candidate to build instant rapport with our mid-market customer base by addressing accounting specific questions, scenarios, or other elements during the post implementation phase to maximize adoption and enhance our clients entire customer experience.
What You’ll Do
- Cultivate Strong Relationships: Build and nurture robust, long-term relationships with key stakeholders (including Controllers, Accounting Managers, CFOs, Business Systems/Operations, and IT) within our mid-market accounts.
- Deliver Consultative Solutions: Provide great customer service, product assistance, training, and tailored, consultative solutions to help clients achieve their close management and accounting operational goals within your assigned book of business.
- Drive Engagement: Respond to all client inquiries, offer comprehensive product training, and establish regular Quarterly Business Reviews (QBRs).
- Collaborate Cross-Functionally: Partner with Product/Engineering, Sales, Executive Leadership, and Professional Services, sharing insights based on the specific needs of your clients.
- Advocate for Clients: Understand the unique business needs of your accounts and provide direct product feedback to the Product and Engineering teams to ensure high customer satisfaction.
- Manage Renewals: Work in partnership with Account Management to strategize and manage the client renewal process, aiming for a high annual retention rate and strong net retention quarter over quarter.
- Support Growth Initiatives: Strategize with Sales and Account Management to expand the pipeline within your accounts and assist in closing new business or pilots.
- Ensure Seamless Onboarding: Collaborate closely with Professional Services to ensure a smooth onboarding experience and ongoing success for clients.
- Become a Product Expert: Develop deep product expertise, staying up-to-date on the latest features and functionality.
- Lead Strategic Meetings: Plan and lead in-person client meetings to expand our footprint, foster end-user adoption, and mitigate churn.
- Develop Account Strategies: Create and execute a comprehensive strategic plan for each customer. This plan will outline all global teams' and business units' goals and objectives, associated timelines, an expansion blueprint for leveraging all modules, and your tactics for engaging the entire user base. These plans will also include documented product requests/challenges and their status updates.
- Track Key Metrics: Forecast and track key account metrics (e.g., quarterly sales results, NRR, CSQOs).
- Contribute to Team Goals: Undertake any other tasks that may be assigned to help the company meet its goals.
What You’ll Bring
- BA/BS degree in Business Administration, Accounting, Finance or relevant fields.
- At least 2-3 years of accounting experience required
- Thorough knowledge of basic accounting procedures and principles
- Experience working with cross-functional teams
- Proven ability to manage multiple projects; meeting deadlines and strong attention to detail
- Ability to think analytically and apply problem solving skills to scenarios throughout the course of the work day
- Strong listening and presentation skills
- Strong verbal and written communication skills
- Ability to travel up to 30%
Nice to Haves
- Experience in a customer facing role
- ACCA/CIMA related professional accounting certification.
- Prior experience with FloQast or other close management tools will make you a seamless addition to our team
- Passionate about ensuring customer satisfaction, driving adoption, and fostering long-term customer relationships
