Customer Success Manager
2 weeks ago
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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