Accounting Success Manager, Strategic London, England

Our Accounting Success Managers help support the customer base in their assigned segment and work closely with Accounting Success Management to maintain high levels of satisfaction and engagement among our customers to ensure their long-term success with the application. The ideal candidate will build instant rapport with our customer base by addressing accounting-specific questions, scenarios, or other elements during the post-setup phase to maximize adoption and enhance our clients' entire customer experience. This role is based in our central London office 3 days per week.

What You'll Do:

• Build and cultivate strong, strategic long term relationships with key stakeholders (Controller, Accounting Manager, CFO, Business Systems/Operations, IT, Internal Audit) at our largest and most complex accounts in the territory.
• Provide outstanding customer service, product assistance, trainings, and tailored, consultative solutions to our customer’s close management and accounting operational goals within an assigned book of business.
• Respond to all client’s inquiries, providing product training, establish regular Quarterly Business Reviews.
• Collaborate cross functionally with Product/Engineering, Sales, Execs, and Professional Services, providing insights based on strategic client segment needs.
• Understand unique business needs of strategic segmented accounts and provide product feedback directly to Product and Engineering teams to achieve customer satisfaction.
• Work in partnership with Account Management to strategize and manage the client renewal process to maintain a high annual retention rate and high net retention rate quarter over quarter.
• Partner with FQ Execs to organize and execute recurring executive business reviews via Zoom and strategically plan out on-sites where there is an expansion opportunity or risk.
• Strategize with Sales and Account Management to grow the expansion pipeline of strategic segment accounts and assist in closing new business and/or pilots.
• Work closely with Professional Services to ensure a seamless onboarding experience and ongoing success for clients.
• Become a deep product expert, staying up to date on the latest FloQast features and functionality.
• Plan and lead in person client meetings in an effort to expand the FQ footprint, foster end user adoption, and mitigate churn.
• Create and execute a strategic plan for each customer, outlining all global teams and business unit’s goals and objectives and the timelines associated with them, as well as an expansion blueprint and timeline to leverage all FloQast modules across the organization.
• Assess and prescribe the correct meeting cadences with all key players on a client’s finance team to assess customer unique challenges and level of adoption.
• Forecast and track key account metrics (e.g. quarterly sales results, NRR, CSQL’s).
• Act as additional support/back-up for new hires including customer calls, trainings, weekly onboarding syncs, panel interviews, and customer escalations.
• Any other tasks that may be assigned to help the company meet its goals.

What You'll Bring:

• Experience in B2B SaaS.
• Minimum 3-5 years of customer success management or account management experience working with a variety of corporate and enterprise clients.
• Ability to interact with client teams at various levels of technical and non-technical depth.
• Proven track record of managing customer escalations, balancing customer expectations and negotiating successful resolutions.
• Experience working with cross-functional teams.
• Experience using SalesForce and Gainsight, or other usage data based applications preferred.
• Proven ability to manage multiple projects at a time while paying strict attention to detail.
• Excellent listening and presentation skills.
• Excellent verbal and written communication skills.
• Ability to think analytically and apply problem solving skills to scenarios throughout the course of the work day.
• BA/BS degree in Business Administration, Accounting, or relevant fields preferred.
• Travel up to 30%.