Customer Success Manager

Yesterday

🇺🇸 United States – Remote

🐊 Florida – Remote

Although this job is listed in Florida, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

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Baker Tilly US

WebsiteLinkedInAll Job Openings

Assurance • Tax • Analytics • Governance • Risk

5001 - 10000 employees

💸 Finance

🏢 Enterprise

Description

• The Customer Success Manager will be responsible for aiding adoption of Sage Intacct, processing annual renewals and add-ons, supporting customer requests for customizations and consulting, conducting feedback and project completion calls at the end of projects, consistently communicating with customers, creating pricing quotes and statements of work for products and services, conducting case studies, and otherwise supporting clients and the internal Baker Tilly team. • Initiate and support of the renewal process, including providing pricing and answering questions about potential changes to current customer packages. • Provide information and support for customers requesting additional services or products, in addition to managed accounting services available through Baker Tilly. • Regular customer outreach and wellness checks including ongoing follow up, feedback requests, meetings, go-live celebrations, and additional duties as assigned. • Schedule consulting calls and meetings for follow up after services are performed, including project completion reviews. • Support sales and marketing in occasional outbound sales campaigns or requests for reviews/references. • Build quotes, statements of work, and mange pricing for existing customers. • Identify customers to engage in and conduct case-studies and reviews and facilitate the process in conjunction with management. • Support third party relationships with external software manufacturers in conjunction with client and internal customer relations. • Establish processes to support facilitation of the operations of the Customer Success team including optimizing Salesforce fields for information capture and developing reports in Salesforce. • Support process development and improvement for implementing and developing customer questionnaires and establishing criteria for tiering customers into weekly, monthly, quarterly, semi-annual and annual touchpoint schedules. • Deliver NPS survey samples to Marketing and leading the analysis of NPS scores while developing action plans to support score improvement. • Support management in mentoring coworkers on effective preparation and recap of customer calls and in-person meetings as well as on building and executing customer action plans. • Support management in ensuring joint efforts with the marketing department on support and coordination of joint webinars for Sage Intacct’s Marketplace partners, quarterly release notes, lunch and learns, specialized demos of Sage Intacct and specialized demos of Baker Tilly products and Technical Services. • Work directly with Marketing to promote registration in Sage Intacct’s Advantage conference and recap highlights, promote registration to Sage Intacct’s customer networking events, promote Baker Tilly-hosted networking events for clients sharing micro verticals supporting both in-person and web-based attendance. • Support the marketing department in development and promotion of monthly newsletters, blog posts and managing the customer portal and landing page.

Requirements

• Bachelor’s degree in accounting, business, or equivalent years’ experience in Customer Success within a similar organization. • 3-5 years’ experience in Customer Success or Sales in the SaaS industry or similar experience. • Knowledge of SaaS business model and metrics. • Knowledge of CRM system, especially Salesforce. • Outstanding time management skills. • Track record of proactively building and leading client relationships.