About the Role
Title: Customer Success Consultant – Major Accounts
Location: Costa Mesa CA US
Type: Full-time
Workplace: Fully remote
Job Description:
As a high-growth tech company selling software in a competitive global market, the work is not easy. But it’s interesting and super fun.
As the Major Accounts Customer Success Consultant, your primary purpose is to ensure our customers get, and keep getting value from their investment in Phocas. You will be responsible for building and maintaining strong relationships with our most strategic customers, including C-Suite executives and senior decision-makers. Your goal is to ensure these high value clients continue to see exceptional value from their investment in Phocas, driving long-term retention, advocacy and expansion opportunities. It’s what our consultants love about the work. Because it gives meaning to their roles. Oh, and did we mention it was fun? No? Well, you’re in for a good time!
Success in this role requires a strong background in finance or accounting, as our software empowers businesses with data-driven financial insights. Your expertise in financial processes and reporting will allow you to engage credibly with CFOs, finance leaders, and executive teams, helping them fully leverage Phocas to improve decision-making and operational efficiency.
This is a high-impact role where you’ll act as a trusted advisor, guiding major accounts through their journey with Phocas. If you thrive on building executive relationships, driving strategic customer success, and making a tangible difference, we’d love to hear from you!
Here’s how you’ll do that:
- Proactively drive activities that increase brand awareness, product presence and user adoption. This could be through regular customer account reviews, product demonstration, customer training, events and other marketing activities
- Provide exceptional service and support, and ensure the customer is gaining value from their investment through coaching, advice and training
- Guiding clients through onboarding, issue resolution, and adoption phases with your fantastic communication and training abilities
- Identify new business opportunities within the account for revenue growth
- Collaborate with global colleagues to continuously improve products, internal processes and documentation as they relate to customer success
This is what you’ll need to do it:
- A love of working with customers and developing long-term value
- Excellent presentation, training and communication skills
- Experience with managing strategic accounts & building trust relationship with C-suite
- You enjoy building rapport with your customers, and staying up to date with product enhancements and features
- Financial planning, accounting, or financial modeling knowledge, as well as an understanding of ERPs is essential
- Solid understanding of business needs and customer focus with a dedication to customer experience
- Previous experience within a Customer Success role within SaaS