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Customer Success Manager

As the first Customer Success Manager in the UK, you’ll have the exciting opportunity of establishing our Customer Success offering in a new market.  Our UK clients are global leaders, which means every customer is effectively a Project. You’ll get full project responsibility to deliver Silverfin magic into our customer workflows.

 

As Customer Success Manager, you will be the link between our customers and our internal product development team.

Using your background in finance, accounting and/or auditing, it is your job to understand our customer’s needs and translate them towards our Product and potentially to the Product team.

 

Our customers tend to be major accounting firms and finance departments.  Your ability to build strong relationships and through your accounting knowledge with our business customers will ensure they get the maximum potential from our software as well as maintain our relationships and ensure we stay in tune with our business customer needs.  The key to our success is through the ability to be a Trusted Advisor to our customers.

 

Lastly (but definitely not least), as the face of Silverfin to our customers, you will also be the voice of our customers within Silverfin. :)  Your customer feedback will be communicated with our Product and Dev teams in order to ensure we are continuously improve our offering.

Your role

  • Acting as the main point of contact for our business customers and the primary liaison between the customer and our product
  • Leading onboarding processes and deliver training and consulting
  • Leading customers through digital transformation projects with a clear view of customer objectives in order to achieve maximum usage and deliver superior customer experience
  • Assisting with the basic set-up and customisation of the Silverfin environment
  • Monitoring usage, proactively contacting clients and delivering training to maximise usage
  • Acting as a product expert with a specific focus on usage and improvements
  • Acting as the customer's voice and providing feedback to Product & Professional Services on how we can better serve our customers
  • Providing best practice, thought leadership and domain expertise to our Customer Success team and business customers

What does the ideal candidate look like?

  • A financial background (accounting, auditing) by experience or education
  • Commercial experience of working in an accounting practice and/or Big 4 would be a distinct advantage
  • Demonstrable passion for Customer Success and Technology
  • The guts to take up a role outside of your comfort zone, a can-do mentality and eagerness to learn
  • Experience in software sales, pre/post-sales, consulting, account management, service delivery and/or customer success management
  • Excellent communication and interpersonal skills, with the ability to positively influence customers
  • Excellent organisation, project management and time management skills
  • Ability to share and drive industry best practice
  • Possess a strong teamwork mentality and willingness to assist wherever needed
  • Fluency in another European language would advantageous

What we offer

  • A competitive salary with additional benefits

  • An office space in Shoreditch, located right next to Boxpark
  • The opportunity to work for a fast-growth, exciting and evolving company
  • A stimulating working environment with passionate like-minded colleagues

  • Endless supply of excellent coffee, fresh fruit and... drinks on a Friday


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