Customer Success Consultant - Major Accounts

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 will be responsible for building and maintaining strong relationships with our most strategic customers, including C-Suite executives and senior decision-makers. Your goal is to ensure these high value clients continue to see exceptional value from their investment in Phocas, driving long-term retention, advocacy and expansion opportunities. 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!

Success in this role requires a strong background in a similar SaaS environment dealing with Csuite - an advantage would be finance or accounting knowledge/experience, as our software empowers businesses with data-driven financial insights. Your expertise will allow you to engage credibly with CFOs, finance leaders, and executive teams, helping them fully leverage Phocas to improve decision-making and operational efficiency.

This is a high-impact role where you’ll act as a trusted advisor, guiding major accounts through their journey with Phocas. If you thrive on building executive relationships, driving strategic customer success, and making a tangible difference, 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
• 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
• Solid understanding of business needs and customer focus with a dedication to customer experience
• Previous experience within a Customer Success role within SaaS
• Knowledge of Financial Statements & finance process would be a big plus here!

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

• Preferably a Bachelor's degree in Accounting, Computer Science or another related subject. In lieu of degree, relevant equivalent experience required.
• Minimum 3 years’ prior experience managing Major Accounts in Customer Success or Account Management roles, ideally within the SaaS/IT industry
• Proven ability to build and maintain relationships with C-suite and senior stakeholders, driving long-term business growth
• Proven track record of meeting or exceeding retention goals / customer satisfaction metrics
• Experience with Phocas or FP&A related products – other BI, CRM, ERP software products

• Familiarity with financial processes is highly desirable, but not essential

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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