Customer Engagement Manager

Accounting Seed is an accounting software company selling a leading-edge application on the Salesforce.com platform. They are seeking a Customer Engagement Manager responsible for cultivating and maintaining strong relationships with customers, ensuring they are informed of new features and providing support throughout the customer journey.

Responsibilities:

• Engage, advise, and inform based on an understanding of both accounting and the Accounting Seed solution
• Serve as a primary point of contact to find answers and resolve issues for customers
• Introduce the Accounting Seed platform to new users by highlighting the UI and features—provide a hands-on walk-through
• Introduce new users to our enablement resources, ensuring strong adoption and ongoing engagement throughout the customer journey
• Deepen relationships with Accounting Seed clients via proactive outreach, health checks, process reviews, release currency and product discussions
• Monitor customer activity via Health Indicators to ensure they utilize user licenses, leverage Accounting Seed functionality, and adopt new enhancements
• Perform NPS survey and periodic process reviews that confirm satisfaction, resolve issues with the help of the Product and Support teams, provide updates on new functionality, and expand usage
• Develop and update tools, processes, and best practices to ensure customers realize the greatest possible value from Accounting Seed
• Become an expert in the resources available to our customers and share as appropriate
• Facilitate and nurture vertical community groups and support the launch of Accounting Seed's community forums, driving active participation and engagement across the customer base
• Work with the Sales, Partner, Support, and Product teams to share customer insights that inform additional product and sales opportunities
• Positively impact customer retention and renewal
• Drive expansion revenue through increased product adoption and increased usage

Requirements:

• 5+ years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management
• Experience in customer service/support for a software product or technology tool
• 2+ years accounting knowledge/education/experience
• 2+ years Salesforce experience
• Possess exceptional client management and communications skills
• Organized with the ability to manage a large client portfolio
• Proven ability to maintain highly valuable and outcome-focused relationships with a diverse customer account base
• Outstanding multi-tasking management skills across a varied set of responsibilities
• Confident, high energy, self-motivated and a collaborative team player
• Ability to build credibility and trust by understanding and addressing customer requirements. Documentation and follow-up skills are mandatory
• Understand that data is critical and updates account details, documents communications, constantly maintains our SF CRM
• Curious and conversational
• Bachelor's degree-degree in accounting preferred