Overview:
Client relationship manager for a fast-growing financial services start-up.
ScaleXP provides financial software to B2B SME SaaS/service businesses to automate their accounting and reporting. We are looking for a customer-facing finance specialist to maintain and expand our best-in-class customer service, working with CFOs, Founders and Accountants.
Key Responsibilities:
Overview:
- Respond to customer queries, onboard new customers, and proactively ensure customers get maximum value.
- Support product development and customer strategy, managing customer success and representing the customer view as part of a small, agile team.
- Reporting into the Director of Operations and Finance; potential for the right person to expand it into a larger role.
Customer Support and Troubleshooting:
- Troubleshoot and resolve customer issues; support customers in creating financial reports and generating accounting journals.
- Respond to customer queries in a timely manner using tools including video, live chat, and email.
Customer Success / Client Relationship Management:
- Maintain and update support tools and “how to” documentation including website tutorials, videos, articles, chat, etc.
- Proactively inform existing customers of relevant product changes and upgrades.
- Improve and increase available help options and tools; ensure that we are always moving to latest best practice for communicating with customers.
Customer Onboarding and Sales Support:
- Help trial customers understand the product and convert to paid customers; help new customers transition from legacy systems and practices to ScaleXP.
- Explain ScaleXP’s accounting and reporting features via video calls and other support in real time to a global customer base (across multiple time zones).
- Troubleshoot complex accounting and financial reporting issues and help transition customer accounting practices from legacy to ScaleXP for automated month end reporting
- Create, improve and update tools and documentation for onboarding successfully.
Other:
- Work closely with the product development team to provide timely customer feedback to continuously improve the software and customer experience.
- Help customers take advantage of the more advanced features of the software.
- Sell customers add-on features, upgrades.
Required Skills and Experience:
Applied accounting experience is essential:
- 2+ years of applied accounting in a finance role for a small B2B services company using Xero or QuickBooks is required.
- Must have a deep understanding of accounting including the ability to:
- confidently and accurately discuss complex financial accounting and reporting topics with customers across a broad spectrum of finance knowledge and experience,
- easily explain interrelationships in the financial statements,
- translate customer needs into ScaleXP solutions.
Client management and/or customer service experience is also required, including a proven ability to troubleshoot and resolve complex problems related to accounting and financial reporting.
Must thrive in a small, startup environment where you can work independently, prioritize tasks, and manage multiple responsibilities and must have:
- proven ability to work across a broad range of activities,
- a proactive, get-things-done attitude,
- enthusiasm for continuously improving things, learning new skills and embracing new technology.
The ideal candidate will also have:
- experience using HubSpot, Salesforce and/or Pipedrive CRM,
- experience with customer service tools and creation of customer support materials such as videos, product documentation and AI help,
- ambition to expand the role and grow with the company in a more senior role,
- accounting qualification.
