About the Role
Title: Manager, Accounting Success
Location: United States
Workplace: remote
Category: Accounting Success Management
JobDescription:
FloQast is a fast growing fintech B2B SaaS company with a customer centric culture. The ideal candidate knows the in’s and out’s of the accounting industry with first hand experience to relate to our customers. This is the perfect position for you if you spend a lot of time thinking about the intersection of technology and human interaction and how it can drive the best customer experience. A Manager, Accounting Success, at FloQast helps oversee a team of Accounting Success Managers focused on delivering great customer outcomes within a target segment.
This is a remote position, open to eligible candidates anywhere in the US.
*Visa sponsorship is NOT available at this time
What You’ll Do:
- Lead, recruit, train, inspire and develop your team to be a high performing one that delivers a great customer experience.
- Partner with key internal stakeholders across Sales, Professional Services, Customer Success Operations, and Product departments.
- Drive the collection, aggregation, interpretation, and reporting of organizational performance metrics (NRR, churn mitigation) to guide strategic business decisions.
- Hold weekly 1:1s with direct reports to assist with adoption strategy, churn mitigation, and client escalations. Perform quarterly performance assessments and annual reviews.
- Assist ASMs on customer calls and coach them through the customer journey and playbook through real-practice, role plays, and the review of Gong recordings.
- Collaborate on change management and process improvement initiatives.
- Ensure all relevant systems are leveraged and maintained and that processes are being followed by all ASMs.
- Identify areas of professional development and maintain a custom curriculum for the team’s continuous advancement.
- Monitor team’s at-risk customers through usage, reporting and analytics and take appropriate actions to manage and/or escalate to an efficient resolution. Own the net retention and health of the T3’s book of business as well as provide detailed and accurate renewal/upsell forecasts to the ASMs and upwards to leadership.
- Partner with other CS Managers and the CS leadership team to drive business cadence, measure and track critical initiatives, and assist in the preparation of content for executive discussions.
- Use data to assist all ASM teams in determining strategic direction, including the timing of customers touchpoints to drive effective product adoption.
- Any other projects as assigned to help the Company meet its goals.
What You’ll Bring:
- Minimum of 4 years experience in accounting at a managerial level.
- Highly preferred any experience in a Customer Success organization at a SaaS company OR the desire to pivot into the customer success realm.
- Must have proven experience as manager or team leader.
- Ability to interact with client teams at various levels of technical and non-technical depth.
- Proven track record of managing customer escalations, balancing customer expectations and negotiating successful resolutions.
- Highly preferred experience using Salesforce and Gainsight, or other usage data based applications such as Pendo, Gong, Hubspot, Pardot etc.
- Proven ability to manage multiple projects at a time while paying strict attention to detail.
- Excellent listening and presentation skills.
- Excellent verbal and written communication skills.
- BA/BS degree in Business Administration, Accounting, or relevant fields preferred.