Senior Client Success Manager - Accounting & Finance

Continuserve • Atlanta, GA

2d • Onsite

About The Position

Provides leadership to the global operations and account management teams within the Restaurant vertical by delivering exceptional customer service and meeting all contractual obligations. Manages the full-cycle accounting functions of multiple clients, including but not limited to financial statements, cash management, and other ContinuServe services. Serves as a brand ambassador and thought leader for ContinuServe while initiating, maintaining, and developing client relationships as the primary point of contact and internal liaison. Sets a clear vision for client relationship development by establishing and executing strategies that help clients achieve their financial goals and objectives. Plays a key role in new client onboarding, resource planning, and project management. Grows new and existing revenue streams through scalable products and services.

Requirements

• 7+ years of experience in the service industry, including experience in an international outsourcing or shared services accounting environment.
• Excellent domain knowledge in Financial Reporting, Accounts Payable, Reconciliations, Accounts Receivable, and Payroll within an automated environment, along with a strong understanding of US GAAP.
• Relevant experience encompassing operations, project management, and client transitions.
• Proven financial acumen, including revenue and cost management, with the ability to identify and address commercial issues.
• Excellent customer relationship management skills with the ability to manage multiple clients and handle escalations.
• Ability to quickly understand business challenges and offer tailored solutions.
• Proven ability to build, train, and lead teams while maintaining accountability and ownership.
• Excellent communication, presentation, and negotiation skills.
• Strong work ethic and flexibility to work a variety of hours.
• Ability to travel up to 25%.
• Bachelor's degree in Accounting, Finance, or Business, along with 7+ years of key account management or client service management experience.
• Proven track record managing accounts generating $1M+ annually.
• Experience working with global delivery organizations.
• Experience leading diverse, large, high-performing teams.
• A personable leader who enjoys developing relationships with clients and staff.
• High energy level with the ability to lead and mentor teams.
• Ability to empathize while holding self and others accountable for deliverables.
• Excellent presentation, written, and verbal communication skills.
• Strong organizational skills with the ability to manage multiple priorities.
• Strong working knowledge of Microsoft Word, Excel, and PowerPoint.

Nice To Haves

• Financial leadership experience within the accounting industry.
• Experience interpreting and presenting financial statements to boards of directors.
• Restaurant industry experience.
• Desirable MBA.
• Experience within the industry, outsourcing environments, and Microsoft Dynamics Great Plains.

Responsibilities

• Ensures execution of client KPIs and contractual obligations.
• Demonstrates a solid knowledge of Business Process Outsourcing (BPO) services, specifically within the outsourced accounting and finance solutions market.
• Articulates the company's value proposition to clients and prospects using a consultative sales approach and has the ability to complete the sales cycle from start to finish with minimal support at the C-suite level.
• Calls on and works with C-suite executives within the restaurant vertical to sell outsourced accounting and finance services.
• Maintains an understanding of sales funnels, pipeline management, TCV, ACV, proposals, and sales processes.
• Coordinates and leads needs analysis and scoping initiatives with customers.
• Leverages internal support organizations to create value-based solution offerings, including pricing and scope development.
• Owns and presents formal proposals and leads prospect negotiations.
• Coordinates complex decision-making processes and overcomes objections to close business.
• Responds to customer needs and follows through on all requests, both written and verbal, in a timely manner.
• Works with the internal Finance team to ensure clients are appropriately billed and collections are completed.
• Responsible for achieving the division's Run the Business (RTB) P&L objectives and maintaining budgeted margins across all clients within the vertical, or developing actionable plans to achieve desired profitability.
• Performs monthly projections with the leadership team.
• Responsible for achieving revenue and SARG targets and proactively driving revenue maximization across client accounts.
• Monitors and tracks SARG opportunities and ensures all clients are contacted.
• Advises the Executive Vice President - MUC when circumstances may jeopardize achievement of revenue and SARG goals.
• Communicates customer service standards to management and staff and conducts training to ensure expectations are understood at all levels of the organization.
• Ensures client survey results exceed 95% satisfaction.
• Achieves annual controllable client retention of 97%.
• Monitors complaints to proactively address potential client issues and alerts the Executive Vice President - MUC when recovery actions are needed.
• Performs gap analyses to identify areas where performance does not meet standards and establishes action plans to close those gaps.
• Recommends product and service enhancements that add value to client offerings.
• Establishes and executes ongoing client communication plans to ensure client needs are understood and met.
• Prepares and presents monthly scorecards with the CEO, COO, and Executive Vice President - MUC to review client KPIs, service issues, financial performance, pipeline activity, and transitions.
• Individually contributes to division sales growth through account management and SARG initiatives.
• Supports growth within the vertical and serves as a Subject Matter Expert during the sales process or leverages other resources as needed.
• Responsible for contract terms, scope, pricing, and approvals.
• Assesses and limits risk exposure to ContinuServe.
• Represents ContinuServe within industry organizations.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior