What You’ll Do:

• Provide outstanding customer service through product assistance, trainings, and consultative solutions to our customer’s close management and accounting operational goals for your Book of Business. 
• Own the overall post-launch relationship with a diverse portfolio of FloQast customers (from SMB to enterprise), including identifying expansion opportunities.
• Develop a trusted advisory relationship with your customers, ensuring all activities are closely aligned with your customer’s business and departmental goals,  strategy, and needs.
• Be an advocate and liaison between customers and internal cross-functional teams to influence positive, mutual change for our customers and us (including the Implementation, Product Development, and Sales Departments). 
• Conduct quarterly or monthly business reviews to assess customer requirements and level of adoption.
• Strategize with Account Managers to accurately forecast renewals and mitigate churn risks in order to secure the customer renewals and maintain a near zero churn rate.
• Work in partnership with  Account Managers, identifying and developing upsell and expansion opportunities with your existing customers.
• Manage customer trainings and education to increase adoption of new products and features.
• Forecast and track key account metrics and use key performance indicators (KPIs) to guide your decision making and success planning.
• Assist with high severity customer requests or delegate escalations as needed.
• Drive Customer Success Outcomes: Drive increased engagement for new and existing customers; increase renewal rates and keep our churn rate near zero; expand our revenue in accounts through cross-sell and upsell; influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores; drive new business growth by fostering active advocacy of our products and build champions willing to be a reference and refer new customers.
• Any other projects as assigned to help the Company meet its goals.

What You’ll Bring:

• BA/BS degree in Business Administration, Accounting, Finance or relevant fields. 
• Minimum 3-5 years industry accounting experience, with consistent involvement across a variety of functional areas in the month-end close process.
• Ability to interact with customer teams at various levels of technical and non-technical depth.
• Proven ability to manage multiple projects; meeting deadlines and strong  attention to detail.
• Excellent professional presentation skills–a story-teller who knows how to add credibility through use of data.
• Excellent verbal and written communication skills.
• Ability to think analytically and apply problem solving skills to scenarios throughout the course of the work day.
• Self-starter, ability to work in a fast-paced team environment.

Nice-to-haves:

• Experience using SalesForce, Gainsight, Slack and G-Suite.
• CPA and/or public accounting experience.
• Prior user experience of either FloQast and/or other month end close softwareExperience at a SAAS company.
• Proven track record of managing customer escalations, setting customer expectations, and negotiating successful resolutions.
• Proven experience working directly with customers, ensuring customer satisfaction, adoption, and retention.