Manager - Cloud Accounting Client Success

Eisneramper Llp - Shreveport, LA

Full-time - Manager

Shreveport, LA

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

The Manager - Cloud Accounting Client Success at EisnerAmper is responsible for managing client relationships and ensuring satisfaction throughout the client lifecycle for the SAAS product, Sage Intacct. This role involves educating clients on software features, resolving issues, and promoting additional products and services. The position requires a comprehensive understanding of cloud financial management solutions and active participation in product knowledge enhancement.

Responsibilities

• Educates clients on additional features and functionality of the accounting software application, including add-on products.
• Participates in the development of standard operating procedures, training materials, and presentations as required.
• Works collaboratively with clients to replicate and document system issues, prioritizes multiple client cases, investigates and researches issues, and assists with timely issue resolution using available resources.
• Conducts periodic meetings with clients to understand and capture feedback and additional opportunities.
• Provides oversight of team leaders and teams in identifying resource needs and completing individual responsibilities within the client lifecycle.
• Builds and maintains trusted relationships with a diverse group of clients, co-workers, managers, and subject matter experts.
• Assesses manual accounting processes to make automation recommendations to clients and team.
• Establishes, coordinates, and maintains data integrity of procedures, processes, and controls.
• Prepares work papers, coordinates client approvals, and submits orders with Sage Intacct reflecting results of software add-on and renewal efforts.
• Ensures documents maintained from client agreements are complete, current, and stored appropriately.
• Advances product knowledge by attending specific courses and obtaining product certifications where applicable.
• Performs quality assurance review of all client deliverables.
• Ensures client satisfaction through open communication, managing expectations, meeting deadlines, and communicating concerns proactively with the team.
• Communicates regularly on client progress, pain points, concerns, and feedback.
• Helps identify and clear roadblocks to ensure a successful partnership.
• Delegates tasks, as appropriate, to other team members and assists with monitoring quality work products delivered to clients.
• Identifies opportunities and recommends methods to improve service, work processes, and financial performance (e.g., procedure optimization).
• Assists in the implementation of quality improvement initiatives.

Requirements

• 7-10 years of experience in accounting roles, accounting system support, and/or accounting system implementation is required.
• 7+ years of experience with cloud-based accounting systems such as Sage Intacct, QuickBooks Online, Oracle NetSuite, or Microsoft Dynamics is required.
• 3 years of experience in managing client relationships.

Nice-to-haves

• Bachelor's degree in Accounting, Business, or a related field is preferred.
• Capacity to perform at an intermediate or advanced level with respect to Sage Intacct or similar financial management software applications, such as Microsoft Dynamics or Oracle NetSuite.
• Familiar with general accounting concepts and processes including accounts payable, accounts receivable, and reconciliations.
• Familiar with specific accounting financial management processes, including procure to pay, order to cash, and record to report.
• Comfortable with technology and capable of learning and working effectively with various software applications.
• High degree of professionalism including the ability to maintain high levels of confidentiality and handle highly sensitive information.
• Technically proficient to perform at an intermediate or advanced level with software tools including, but not limited to the Microsoft Office Suite of products (Outlook, Excel, Word, PowerPoint).

Benefits

• Flexible work hours to support work/life balance.
• Participation in Employee Resource Groups (ERGs) to support Diversity, Equity, & Inclusion (DE&I) efforts.