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Job Description
We’re looking for a proactive and customer-focused Accounting Manager, Customer Success to join our team. With your experience in accounting, you can lead the team by setting standards and best practices while acting as a primary client contact to guide and advise customers through their onboarding journey and as they use the software. You will be responsible for ensuring our customers achieve success with Propra’s products and services, especially the accounting and financial tools -- spearheading processes and driving product adoption, and ensuring that our solutions provide maximum value.
Areas of Focus
Build and maintain strong, long-lasting customer relationships through regular check-ins, providing guidance, and addressing concerns.
Mentor and train junior Customer Success Associates, ensuring the team has the technical accounting knowledge required to succeed.
Provide exceptional customer support, serving as the final point of escalation for complex accounting discrepancies and critical client disputes, ensuring timely case resolution, including addressing queries about accounting and financials.
Lead and support customers through onboarding their businesses including from an accounting perspective, ensuring they are fully trained and set up to achieve quick wins, and identifying opportunities to streamline parts of the process.
Own team-wide KPIs. Track and report on key metrics such as customer satisfaction, retention rates, and platform adoption, analyzing the data to identify training gaps or systemic issues.
Document unexpected bugs and work with the tech team to test and communicate fixes.
Oversee the quality and structure of Propra’s resource hub for customer support and platform documentation.
Drive cross-functional strategy as the voice of the customer within the company, collaborating with Product, Sales, and Marketing to meet customer needs.
Develop Standard Operating Procedures (SOPs) for the department and identify opportunities for upselling and cross-selling additional services, ensuring customers derive maximum value from the platform.
