Likes Accounting Company is a highly respected, well-established, and trusted virtual accounting firm focused on supporting small businesses who are the backbone of our economy. We offer bookkeeping, financial coaching and education to support our heroes - small business owners. Our passion is teaching our business owning clients how to know and use their numbers so that they can build more profitable businesses and live more financially rewarding lives. We’re a fast-growing company with clients (our raving fans) from all over the US!
We’re specifically looking for a customer success manager who will roll up their sleeves and lead a team from inside the trenches. As a key member of our team, you will help craft the company's customer success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you should have a passion for Saas technology, have an entrepreneurial spirit, and be curious about the clients we service.
Objectives of this Role
- Manage and maintain the integrity of the in-house technology stack. Updating client files, maintaining team continuity, identifying points of integration improvements.
- Assist with client facing technology – onboarding, setup of some software, guiding the team to the resource for them to execute their role.
- Proposals – with guidance from the leadership team, prepare the initial proposals, manage the library of services
- Client Onboarding - once agreement has been reached, manage the in-house tech onboarding , client onboarding sessions, the team introductions coordinate the
- Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the executive team
- Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth and communicate learnings
Daily and Monthly Responsibilities
- Serve as day-to-day contact, along with project manager, for our clients as part of the client services team, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
- Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
- Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time
- Collaborate, problem solve, and/or strategize upcoming client meetings with team members
- Prepare necessary communication for the client meetings
Required Skills and Qualifications
- 3-5 years of experience in communications, marketing, sales, account management, or customer success
- Strong verbal and written communication, strategic planning, and project management skills
- Analytical and process-oriented mindset
- Comfortable working across multiple clients and team members in a deadline-driven environment
- Active team player, self-starter, and multitasker who can quickly adjust priorities
Preferred Qualifications
- Bachelor’s degree
- 5 years of experience
- Knowledge of Quickbooks a plus
This is a REMOTE position.