Customer Success Manager
3 weeks ago
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Customer Success @ Silverfin
Customers are at the heart of everything we do at Silverfin, and we are looking for a Customer Success Manager to join the team in educating and supporting our customers to ensure they get the most from the Silverfin platform.
You will work cross-functionally with Product, Marketing, and Sales teams to ensure we spoil the customer with a truly standout and superior experience.
Our customers tend to be large accounting firms, and your ability to build strong relationships with them, along with your passion and understanding of the industry, will ensure they reach their maximum potential from our software.
A key part of this role will be owning our customer education content and working alongside the rest of the Customer Success team to deliver a high-touch relationship with customers, consisting of both onsite and virtual meetings that cover customer onboarding, training, project management and ongoing support.
Lastly (but definitely not least), as well as the face of Silverfin to our customers, you will also be the voice of our customers within Silverfin. You will share customer feedback with our Product and Development teams in order to ensure we are continuously improving our offering.
This would be a great role for someone looking for their first step into a Fintech role from practice or within the industry
Responsibilities
- Acting as the main point of contact for our customers and the primary liaison between the customer and our product teams
- Leading onboarding processes and delivering training and roll out plans for new customers
- Supporting customers through digital transformation projects with a clear view of the customers objectives in order to achieve maximum usage and deliver superior customer experience
- Assisting with the basic set-up and customisation of the Silverfin environment
- Monitoring usage, proactively contacting clients and delivering support and guidance to maximise usage, including the identification of any change resistance
- Identify upsell opportunities, as well as churn risks across your book of business using both customer relationships and also usage data from across the platform.
- Work collaboratively with CS and product, to reduce the 'Time to Value' for new users of Silverfin
- Acting as a product expert with a specific focus on usage and best practices
- Acting as the customer's voice and providing feedback to Product & Professional Services on how we can better serve our customers
Requirements
- An accounting background by experience in practice or within the accounting fintech industry
- Commercial experience of working in an accounting practice would be a distinct advantage
- Demonstrable passion for Customer Success and driving change in the industry
- The willingness to take up a role outside of your comfort zone, a can-do mentality and eagerness to learn
- Excellent communication and interpersonal skills, with the ability to positively influence customers
- Excellent organisation, project management and time management skills
- Possess a strong teamwork mentality and willingness to assist wherever needed
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