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Customer Success Manager (Accounting Knowledge Required) @ Silverfin in London

Silverfin

London
Customer Success @ Silverfin
Customers are at the heart of what we do at Silverfin, and your role will be to ensure our customers optimise the use of the Silverfin platform. You will work cross-functionally with Product, Marketing, and Sales teams to ensure we spoil the customer with a truly standout and superior experience.
Our customers tend to be major accounting firms, and your role will be to service those customers in the UK and Ireland.
Your ability to build strong relationships with our business customers will ensure they get the maximum potential from our software, you’ll get full project responsibility to deliver Silverfin magic into our customer workflows.
It is important to build and maintain strong stakeholder relationships to ensure we stay in tune with our customers’ needs.  The key to our success is through the ability to be a Trusted Advisor to our customers.
As Customer Success Manager, your goal is to aid our customers and their organisation reach the next level in automated accounting.  This will involve a high-touch relationship consisting of onsite and virtual meetings that cover customer onboarding, training, project management and ongoing support.
Lastly (but definitely not least), as  well 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 Development teams in order to ensure we are continuously improving our offering.

Responsibilities

    • Acting as the main point of contact for our customers and the primary liaison between the customer and our product teams
    • Leading onboarding processes and delivering training and roll out plans for new customers
    • Supporting customers through digital transformation projects with a clear view of the customers objectives in order to achieve maximum usage and deliver a superior customer experience
    • Assisting with the basic set-up and customisation of the Silverfin environment
    • Monitoring usage, proactively contacting clients and delivering support and guidance to maximise usage, including the identification of any change resistance
    • Identify upsell opportunities, as well as churn risk across your book of business using both customer relationships and also usage data from across the platform, and manage both of these to drive NRR growth 
    • Work collaboratively with CS and product, to reduce the ‘Time to Value’ for new users of Silverfin
    • Support in the creation and maintenance  of training materials and learning platform to help scale our CS offering and deliver a world class customer experience
    • Acting as the customer’s voice and providing feedback to Product & Professional Services on how we can better serve our customers

Requirements

    • An accounting / auditing background either by experience in practice or within the accounting fintech industry
    • 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 willingness to take up a role outside of your comfort zone, a can-do mentality and eagerness to learn
    • 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
    • Experience in software pre/post-sales, consulting, account management, service delivery and/or customer success management (desirable)

Whats In It For You?

    • The opportunity to help build a fast-paced and internationally growing Fintech Company,  proudly part of Visma – the European leader in mission-critical cloud software
    • Regular team activities during and after work
    • Collaborate with a team of dedicated professionals, passionate about what they do, in a dynamic and evolving environment.
    • Monthly Company-wide Wellbeing Days off (Reviewed Annually)
    • Growth opportunities and personal training allowance
    • Cool office spaces in Belgium (Ghent), UK (London – Old Street / Shoreditch), Netherlands and Luxembourg 
    • Fair salary package, lot’s of flexibility, and great additional benefits
    • Endless supply of excellent coffee, snacks, fresh fruits and … drinks to finish the week

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