Customer Success Manager
Baker Tilly Advisory Group, LP

Overview

Baker Tilly is a leading advisory, tax and assurance firm, providing clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the world's leading financial centers - New York, London, San Francisco, Los Angeles, Chicago and Boston. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP (Baker Tilly) provide professional services through an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable laws, regulations and professional standards. Baker Tilly US, LLP is a licensed independent CPA firm that provides attest services to its clients. Baker Tilly Advisory Group, LP and its subsidiary entities provide tax and business advisory services to their clients. Baker Tilly Advisory Group, LP and its subsidiary entities are not licensed CPA firms.

Baker Tilly Advisory Group, LP and Baker Tilly US, LLP, trading as Baker Tilly, are independent members of Baker Tilly International, a worldwide network of independent accounting and business advisory firms in 141 territories, with 43,000 professionals and a combined worldwide revenue of $5.2 billion. Visit bakertilly.com or join the conversation on LinkedIn, Facebook and Instagram.

Please discuss the work location status with your Baker Tilly talent acquisition professional to understand the requirements for an opportunity you are exploring.

Baker Tilly is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, gender identity, sexual orientation, or any other legally protected basis, in accordance with applicable federal, state or local law.

Any unsolicited resumes submitted through our website or to Baker Tilly Advisory Group, LP, employee e-mail accounts are considered property of Baker Tilly Advisory Group, LP, and are not subject to payment of agency fees. In order to be an authorized recruitment agency ("search firm") for Baker Tilly Advisory Group, LP, there must be a formal written agreement in place and the agency must be invited, by Baker Tilly's Talent Attraction team, to submit candidates for review via our applicant tracking system.

Job Description:

Responsibilities

The Baker Tilly Opportunity

Baker Tilly is a dominant player in on-demand accounting and ERP software. The Baker Tilly supports the growth of small to mid-sized businesses in their growth as well as a growing base in specialized micro verticals. Baker Tilly has developed a world-class methodology in supporting our customer base that continues to fuel our growth.

To continue this rapid growth, the Customer Success Manager will play a key role in supporting the adoption and maintenance of the Sage Intacct software, produce a healthy pipeline of subscription add-ons, technical service opportunities, and support the efforts in bringing opportunities to a close. In addition, this role will support the evolution of the Customer Success program to provide a model for other Sage Intacct partners to follow. The career path includes room to grow into a supervisory, management or technical account management role.

Job Description:

The Customer Success Manager will be responsible for aiding adoption of Sage Intacct, processing annual renewals and add-ons, supporting customer requests for customizations and consulting, conducting feedback and project completion calls at the end of projects, consistently communicating with customers, creating pricing quotes and statements of work for products and services, conducting case studies, and otherwise supporting clients and the internal Baker Tilly team.

Job Responsibilities:

• Initiate and support of the renewal process, including providing pricing and answering questions about potential changes to current customer packages.
  
• Provide information and support for customers requesting additional services or products, in addition to managed accounting services available through Baker Tilly.
  
• Regular customer outreach and wellness checks including ongoing follow up, feedback requests, meetings, go-live celebrations, and additional duties as assigned.
  
• Schedule consulting calls and meetings for follow up after services are performed, including project completion reviews.
  
• Support sales and marketing in occasional outbound sales campaigns or requests for reviews/references.
  
• Build quotes, statements of work, and mange pricing for existing customers.
  
• Identify customers to engage in and conduct case-studies and reviews and facilitate the process in conjunction with management.
  
• Support third party relationships with external software manufacturers in conjunction with client and internal customer relations.
  
• Establish processes to support facilitation of the operations of the Customer Success team including optimizing Salesforce fields for information capture and developing reports in Salesforce.
  
• Support process development and improvement for implementing and developing customer questionnaires and establishing criteria for tiering customers into weekly, monthly, quarterly, semi-annual and annual touchpoint schedules.
  
• Deliver NPS survey samples to Marketing and leading the analysis of NPS scores while developing action plans to support score improvement.
  
• Support management in mentoring coworkers on effective preparation and recap of customer calls and in-person meetings as well as on building and executing customer action plans.
  
• Support management in ensuring joint efforts with the marketing department on support and coordination of joint webinars for Sage Intacct's Marketplace partners, quarterly release notes, lunch and learns, specialized demos of Sage Intacct and specialized demos of Baker Tilly products and Technical Services.
  
• Work directly with Marketing to promote registration in Sage Intacct's Advantage conference and recap highlights, promote registration to Sage Intacct's customer networking events, promote Baker Tilly-hosted networking events for clients sharing micro verticals supporting both in-person and web-based attendance.
  
• Support the marketing department in development and promotion of monthly newsletters, blog posts and managing the customer portal and landing page.
  

• Bachelor's degree in accounting, business, or equivalent years' experience in Customer Success within a similar organization.
  
• 3-5 years' experience in Customer Success or Sales in the SaaS industry or similar experience.
  
• Knowledge of SaaS business model and metrics.
  
• Knowledge of CRM system, especially Salesforce.
  
• Outstanding time management skills.
  
• Track record of proactively building and leading client relationships.