Customer Success Manager / CIS&Accountant Expert

Overview

Our global fintech client is a leading technology platform committed to helping customers and communities navigate complex financial challenges. With over 50 million users worldwide, our client empowers individuals, small businesses, and accountants to thrive.

We are seeking a Service Delivery Manager with CIS/accountancy experience or accreditations to support the Accountants Service Delivery Management team in our UK office. This role focuses on guiding accounting partners through onboarding, training, and strategic engagement to ensure they deliver successful outcomes to their clients. As a trusted consultant, you will use your accounting expertise and communication skills to resolve complex queries, offer strategic insights, and help drive adoption of the company’s solutions.

This is a hybrid, 18-month contract, offering £221.52 per day (PAYE) – 37.5 hrs/week.

Responsibilities

• Partner Support: Provide expert support to our sales and accountancy partners, with a critical focus on onboarding, strategy, and training, ensuring clear and effective communication across both customer and internal teams.
• Expertise Sharing: Act as a knowledge resource for partners, explaining key accounting and CIS principles and serving as the first point of contact to resolve challenging customer inquiries with empathy and problem-solving skills.
• Consultative Conversations: Engage in consultative discussions with accounting partners to understand and address customer pain points, while identifying opportunities to match the client’s offerings to their needs.
• Accounting & CIS Support: In addition to accountancy-specific support, contribute to team projects by sharing CIS/accountancy insights and expertise to enhance service delivery.

Required Skills

• Customer Engagement: Skilled at building urgency for customers to activate and maximize their subscriptions.
• Relationship Management: Capable of managing relationships with multiple external partners and internal sales teams to optimize support.
• Time Management & Adaptability: Ability to proactively plan and act quickly to meet performance targets.
• Product Knowledge: Strong aptitude for learning and staying current with software solutions and their application in CIS and accountancy practices.
• Communication: Proficient in outbound customer engagement (calls, emails) with excellent written, verbal, and presentation skills.
• Training & Onboarding: Experience in delivering product onboarding or training in a software-based environment.
• Attitude & Tenacity: Self-motivated with a “can-do” attitude to reach a wide range of customers effectively and independently.
• Customer Obsession: Committed to understanding customer challenges and delivering tailored solutions.
• Collaborative Mindset: Skilled at building relationships with internal and external stakeholders to drive successful results.

Qualifications

• Education: Full membership in a recognized accounting or payroll organization (e.g., ACCA, ICB, or CIPP), along with CIS or accountancy experience or accreditations.
• Technical Proficiency: Competent with technology; solid knowledge of computer operations and relevant software.
• Industry Knowledge: Understanding of CIS/accountancy firm environments, workflows, and typical challenges.
• Time Management: Effective at balancing multiple tasks and deadlines.

This role is an excellent opportunity to apply your CIS and accounting expertise, customer-centric mindset, and consultative skills to help accountants thrive while representing a global leader in financial technology.

The next steps will be shared with shortlisted candidates by COB on Thursday 14th November 2024.