Lead Client Success Manager AgilLink
About The Position
The Datafaction Client Success Consultant is responsible for all aspects of maintaining the client relationship after the sale. This will include consultation, planning, onboarding and execution to ensure the client achieves full operational value from our SaaS products and services with the goal of facilitating client retention and loyalty. The key activities of this position are: examination of client business processes, making recommendations to align those processes to our SaaS offerings, development of education/training plans, delivering product education in person or remotely, follow-up on and resolution of reported issues, and ensuring all activities support a healthy Client Satisfaction (CSAT) Score through regular "client health" check-ins to monitor the stability of the relationship.
Requirements
- Minimum 10 years onboarding in a SaaS technology environment
- Minimum 10 years delivering direct client services
- Minimum 10 years personnel management, development
Nice To Haves
- Bachelors degree preferred
- Proven track record in leading teams including career pathing, development, performance evaluation and compensation decisions
- Advanced experience with financial accounting, consolidated financial reporting, accounting for investments
- Highly developed ability to determine client needs, develop action plans and successfully execute against those plans
- Excellent written, verbal and interpersonal communication skills, especially in developing education collateral and public presentations
- Focus on managing toward goals and delivering results
Responsibilities
- Independent management of the client relationship after the sale to support client success within our SaaS products and services
- Active ownership of the CSAT process and implementation of refinements as needed. As the organization grows ensure the CSAT process monitors relevant information and that it also matures in terms of measuring the success of both our offerings and the clients' needs
- Evaluate client business activities and map them to equivalent processes in our SaaS product(s)
- Design of the clients' financial statements and general ledger chart of accounts
- Consultation on data migration from other accounting software or legacy systems to our products.
- If using our legacy-to-AgilLink conversion process for adoption, assist with data cleanup in preparation for migration.
- Development and delivery of education plans regarding the SaaS Accounting Software
- Conduct classes, seminars and other learning as required by the client education plan
- Act as client advocate to identify points of failure, defects or other issues and proactively manage, follow-up and facilitate remediation
- Provide data as needed to calculate Client Success Score. Monitor, manage and drive activities to support increases in the CSAT score
- Collaborate with other departments as needed to service client needs or act as SME
Benefits
- Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
- Generous 401(k) company matching contribution
- Career Development through Tuition Reimbursement and other internal upskilling and training resources
- Valued Time Away benefits including vacation, sick and volunteer time
- Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
- Career Mobility support from a dedicated recruitment team
- Colleague Resource Groups to support networking and community engagement
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What This Job Offers
Job Type
Full-time
Career Level
Manager
