Client Success Associate (Accounting Focused)

Location
Montana, United States
Salary
Salary Not specified
Posted
Nov 13, 2020
Closes
Dec 12, 2020
Employment Type
Full Time

Position Summary:  The Client Success Associate- Fund Accounting (CSA-FA) position will work closely with Client Success Managers (CSMs) to solve problems, manage accounts, and proactively keep in touch with Foundant clients. The CSA-FA will be responsible for assisting in the successful implementation of all fund accounting related functionality within our clients’ CommunitySuite Implementation; as well as providing ongoing support to CSM-FAs and clients on a regular basis.

 

Responsibilities

  • Assist in developing client relationships that foster trust and loyalty
  • Gain and maintain expert knowledge of the CommunitySuite product
  • Assist and support named CSMs in order to help them execute large accounts and workloads
  • Train clients on how to use and implement the CommunitySuite product
  • Provide exceptional client support and consultation via phone, email and in person
  • Build and maintain ongoing knowledge of clients to understand overall satisfaction levels related to software usage, software functionality and value they receive from Foundant.
  • Proactively assist in the renewal process by ensuring client mood, renewal status, notes and action items are recorded, up to date and represented accurately in our Customer Relationship Management (CRM) system, Salesforce
  • Work with CSMs to develop and execute action plans to improve client satisfaction levels and optimize their experience with Foundant
  • Maintain overall data quality within our key systems
  • Assist in developing training and support materials to make the process easier for clients and Foundant
  • Identify and create client upsell opportunities and collaborate with sales and CSM team to execute
  • Adhere to all Foundant Security, Confidentiality and Privacy policies and procedures at all time

 

Required Skills

  • Undergraduate Finance or Accounting degree preferred.
  • Knowledge of Generally Accepted Accounting Principles (GAAP)
  • Knowledge of General Business Accounting, Fund Accounting preferred
  • Excellent analytical skills.
  • Relevant client engagement experience in post-sales support, training, project management or account management functions in an online setting preferred.
  • Keen attention to detail for accuracy to deliver on internal and external customer requirements with a time sensitive approach.
  • Exceptional customer satisfaction driven approach.
  • Strong technical aptitude and ability to learn software programs.
  • Patience, empathy, and integrity approaching each situation with a fresh outlook and the client’s success in mind.
  • Excellent time management skills to handle multiple, concurrent tasks and deadlines.
  • Excellent written and verbal communications skills.
  • Motivated, enthusiastic self-starter, who is able to complete tasks with minimal supervision.
  • A team player.
  • Ability to engage and interact with internal teams to assist in resolving client issues.
  • Willingness and enthusiasm to learn and contribute.
  • Proficient in Google Drive and/or Microsoft Office Suite, specifically PowerPoint and Excel.
  • Familiarity with distance learning tools such as Zoom, WalkMe or other LMS type software preferred.
  • Familiarity with Customer Relationship Management (CRM) software, especially Salesforce preferred.