Customer Success Manager, Restaurant365

• 2+ years of experience in an accounting or bookkeeping role
• 2+ years of experience in a customer facing role in a SaaS company
• Ability to travel 10%
• Proficient in Microsoft Office; Outlook, Excel, Word, and PowerPoint
• Collaborative and flexible working style
• Ability to teach and coach effectively
• Efficient and timely with deadlines and deliverables
• Strong organization and time-management skills. The ability to work independently without supervision
• Strong technical aptitude with experience communicating across multiple platforms

Desirable

• The Customer Success Manager, Accounting is responsible for ensuring product adoption, retention, and growth post implementation
• They will employ their knowledge of R365, accounting best practices and the needs of customers to create success plans and provide delightful solutions
• In addition to proactive and reactive customer reach out, the CSM will be responsible for tracking and driving customer health, Net Promoter Scores (NPS), and adding new features and advising customers on best practices related to accounting in the platform
• Develop long-term relationships with customers leading to high retention and customer satisfaction
• Ensure customers are successful with the product following the launch date
• Facilitate client meeting both in person and online
• Act as liaison between customers, product managers, and executive management to provide feedback on new feature developments
• Manage the customer experience and expectations
• Responsible for tracking & driving customer health and Net Promoter Scores
• Create playbooks & present calls to action
• Responsible for reaching assigned targets for customer KPI’s
• Continuously improve customer experience by proposing new processes and concepts
• Participate in user groups and client facing webinars
• Serve as a Subject Matter Expert (SME) for accounting related topics for your direct accounts as well as for the greater team. Accounting SME topics include but are not limited to beginning balances, ban activity reconciliation, chart of account optimization, fixed asset planning, house account optimization, and GL mapping refinements
• Other duties as assigned