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For Companies At a Glance
- Tasks: Support customers using QuickBooks, ensuring their success and satisfaction.
- Company: Foundever is a global leader in customer experience, partnering with Intuit, a top fintech brand.
- Benefits: Enjoy hybrid working, no weekends, and a supportive, inclusive environment.
- Why this job: Join a dynamic team, make an impact, and develop your skills in a fast-paced setting.
- Qualifications: 1-2 years in customer success; accounting knowledge is a plus.
- Other info: Diversity and inclusion are core values; adjustments can be made for applicants.
The predicted salary is between 28000 - 42000 £ per year.
Join to apply for the Customer Success Manager - Accounting Software role at Foundever.
Salary: Dependent on experience
Opening Hours: Shifts between Monday to Friday, 08:00 to 20:00 (no weekends)
Contract Type: Permanent, full-time (37.5 hours per week)
Location: Victoria Street, London, SW1E 5JL (hybrid working), plus occasional travel to Kingston upon Thames.
Foundever and Intuit are seeking a customer-obsessed and experienced Customer Success Manager to join our team in Kingston upon Thames, working on behalf of one of the world’s leading fintech brands, Intuit Quickbooks. Please note sponsorship is not available for this role.
The Opportunity
As a Customer Success Manager with Foundever and Intuit, you’ll play a key role in ensuring our high-value customers using the Quickbooks platform achieve success and satisfaction. Acting as both a trusted advisor and product expert, your primary mission will be to build and nurture customer relationships, from onboarding new clients through to providing ongoing technical and strategic support. You will work cross-functionally to ensure an unrivalled customer experience, being responsible for a smooth handover from sales, tracking customer health for growth opportunities, and acting as a point of escalation for high priority or critical technical support queries. Championing the voice of the customer, you’ll liaise with CX teams to influence service design and product strategy.
This role would suit someone with 1-2 years of experience working as a Customer Success Manager, who can demonstrate a proven track record of driving customer success and consistently achieving retention goals. Knowledge of accounting and bookkeeping is strongly desired.
Key Responsibilities
- Build and maintain trusted relationships with high-value customers by acting as both a strategic advisor and feature adoption expert for QuickBooks customers.
- Manage end-to-end customer onboarding, providing technical and strategic support to ensure full adoption and long-term success with QuickBooks products.
- Regularly engage with customers to assess their satisfaction, track progress toward milestones, and provide actionable insights for enhancing their use of the software.
- Develop proficiency and knowledge in QuickBooks products, with an ability to demonstrate advanced technical knowledge to both technical and non-technical audiences.
- Leverage data to identify trends, pain points, and expansion opportunities, proactively driving feature adoption based on customer goals and needs.
- Work closely with sales account managers both pre and post sale to ensure a successful customer handover, and track customer health closely for growth opportunities.
- Act as a point of escalation for high priority/critical technical support cases or fixes, coordinating support and engineering internally to ensure a timely resolution.
- Liaise with CX teams to amplify the voice of our high-value customers, championing customer feedback and data to influence service design and product strategy.
Your Profile And Experience
- Experience: Minimum 1 year experience working as a Customer Success Manager or similar role, with a demonstrable track record of driving customer satisfaction and retention.
- Knowledge: An understanding of accounting/bookkeeping (ACCA, ICB, CIPP) is strongly advantageous, with the ability to advise on Quickbooks best practices.
- Communication: Strong communication and interpersonal skills, able to clearly articulate technical concepts to audiences at all levels.
- Strategic: Commercially aware and data-driven, with the ability to identify growth opportunities and translate insights into action.
- Versatile: Balances technical problem-solving with strategic relationship-building in a fast-paced environment.
- Customer-Obsessed: Curious and value-driven, able to see things from the customer’s point of view and find solutions to match their needs.
- Collaborative: Work effectively across internal and client teams to deliver comprehensive support and solutions.
- Proactive: Takes initiative to anticipate challenges and drive customer outcomes before issues arise.
About Us
Foundever is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Intuit is a global financial technology platform powering prosperity for over 100 million customers worldwide. With a mission to help individuals and small businesses thrive, they are the team behind trusted brands like TurboTax, Credit Karma, QuickBooks, and Mailchimp.
Our Recruitment Process
Customer obsession is at the heart of what we do. If that resonates with you, we’d love to hear from you! Please click the ‘Apply now’ button on this advert and we’ll be in touch…
If your application is shortlisted, you can look forward to experiencing the following journey with us:
- Intro Call: Meet with Elliott, our in-house recruiter, who will share more about the role, our business and Intuit, and be keen to understand more about you and your experience. This is also a great time to ask us any questions you may have!
- Interview: Attend an in-person competency-based interview with our Hiring Team at their offices in central London.
Apply Now! We look forward to reviewing your application.
Foundever is an equal opportunity and Disability Confident employer. We value our diversity and we’re committed to making Foundever a truly inclusive place to work. We recognized and embrace that people work in different ways and we’ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.
If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.
The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as it permitted by UK legislation and then destroyed.
Customer Success Manager - Accounting Software employer: Foundever
Contact Detail:
Foundever Recruiting Team
Recruitment.Kingston@foundever.com
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager - Accounting Software
✨Tip Number 1
Familiarise yourself with QuickBooks and its features. Understanding the software inside out will not only help you in interviews but also demonstrate your commitment to customer success.
✨Tip Number 2
Network with current or former Customer Success Managers in the fintech industry. They can provide valuable insights into the role and may even refer you, increasing your chances of landing an interview.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven customer satisfaction and retention in previous roles. Use metrics and outcomes to showcase your impact, as this aligns perfectly with what Foundever is looking for.
✨Tip Number 4
Research Foundever's values and customer-centric approach. Tailoring your conversation during the interview to reflect their mission will show that you're a great cultural fit for the team.
We think you need these skills to ace Customer Success Manager - Accounting Software
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience as a Customer Success Manager, especially any roles where you've driven customer satisfaction and retention. Use keywords from the job description to align your skills with what Foundever is looking for.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how your background in accounting or bookkeeping can benefit the role. Share specific examples of how you've built relationships with customers and helped them achieve their goals.
Showcase Your Communication Skills: Since strong communication is key for this role, ensure your application reflects your ability to articulate technical concepts clearly. You might include examples of how you've successfully communicated with both technical and non-technical audiences.
Highlight Your Proactive Approach: Demonstrate your proactive nature by including instances where you've anticipated customer needs or challenges. This will show Foundever that you are not just reactive but also forward-thinking in your approach to customer success.
How to prepare for a job interview at Foundever
✨Know Your Product Inside Out
As a Customer Success Manager for QuickBooks, it's crucial to have a deep understanding of the product. Familiarise yourself with its features, benefits, and common issues users face. This will enable you to confidently answer questions and demonstrate your expertise during the interview.
✨Showcase Your Customer-Centric Approach
Highlight your experience in building and maintaining customer relationships. Be prepared to share specific examples of how you've successfully managed customer onboarding and provided ongoing support. This will show that you understand the importance of customer satisfaction and retention.
✨Prepare for Competency-Based Questions
Expect to face competency-based questions that assess your problem-solving skills and ability to handle challenging situations. Use the STAR method (Situation, Task, Action, Result) to structure your responses, ensuring you provide clear and concise examples from your past experiences.
✨Demonstrate Your Data-Driven Mindset
Since the role requires leveraging data to identify trends and opportunities, be ready to discuss how you've used data in previous roles. Share examples of how you've tracked customer health and driven feature adoption based on insights, showcasing your analytical skills.
