Customer Success Consultant

As a high-growth tech company selling software in a competitive global market, the work is not easy. But it’s interesting and super fun.

As the Customer Success Consultant, your primary purpose is to ensure our customers get, and keep getting value from their investment in Phocas. You strive to retain our customers, turn them into advocates for Phocas and proactively identify opportunities for further revenue growth within our existing customer base.

It’s what our consultants love about the work. Because it gives meaning to their roles. Oh, and did we mention it was fun? No? Well, you’re in for a good time.

To suceed in this role, you will need experience in a similar SaaS environment - bonus points for experience in finance or accounting - as our software is designed to empower businesses with data-driven financial insights. Your understanding of financial processes and reporting will help customers fully leverage our solutions to streamline their operations and improve decision-making.

We’re looking for someone with experience in a similar SaaS environment - extra points if you have some knowledge of finance or accounting! Our software helps businesses make better data-driven decisions, so an understanding of financial processes will be useful but not essential. More importantly, you’ll be helping customers get the most out of our solutions to improve efficiency and streamline their operations.

If you're ready for a dynamic Customer Success role, we'd love to hear from you!

Here’s how you’ll do that:

• Proactively drive activities that increase brand awareness, product presence and user adoption. This could be through regular customer account reviews, product demonstration, customer training, events and other marketing activities
• Provide exceptional service and support, and ensure the customer is gaining value from their investment through coaching, advice and training
• Guiding clients through onboarding, issue resolution, and adoption phases with your fantastic communication and training abilities
• Identify new business opportunities within the account for revenue growth
• Collaborate with global colleagues to continuously improve products, internal processes and documentation as they relate to customer success

This is what you’ll need to do it:

• A love of working with customers and developing long-term value
• Previous experience within a Customer Success role within SaaS
• Excellent presentation, training and communication skills
• Experience with managing strategic accounts & building trust relationship with C-suite
• You enjoy building rapport with your customers, and staying up to date with product enhancements and features
• Ideally, a good working knowledge of ERP
• Solid understanding of business needs and customer focus with a dedication to customer experience
• A good understanding of Financial statements & financial processes is desirable

A bit about us to see if we’re a match for your enthusiasm

We’re a business planning and analytics company on a mission to make people feel good about data. We’ve been hard at it for 20+ years, helping 2,300 companies turn complex business data into performance boosting results. Despite our global status, we’ve held on to our start-up roots. The result is a workplace that’s fast, exciting and designed for fun.

Create your happy place! Apply today!

Salary Range: $85,000 to $100,000 (Salary range is subject to regional differences and assumes fully qualified based on job requirements).

Requirements

• Bachelor's degree preferred. In lieu of degree, relevant equivalent experience required.
• Minimum 3 years’ prior experience working in Customer Success or Account Management roles, ideally within the SaaS/IT/Fintech industry
• Proven track record of meeting or exceeding retention goals / customer satisfaction metrics
• Experience with a similar product base - ideally FP&A related products, BI, CRM, or ERP software products

• Familiarity with financial statements & financial processes is desirable.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Wellness Resources

Phocas is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

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