Senior Client Manager - Finance & Accounting

About ContinuServe

ContinuServe is a tech-enabled outsourcing firm that partners with clients to provide finance, accounting, human resources, and technology services. We have deep category knowledge and deliver personalized service to help businesses impact their bottom line daily. We provide strategies that streamline and strengthen operations in today's fast-paced environment.

We Are Built for the Pace of Possibility.

Purpose of the Job:

Provides leadership to the global operations and account management teams in Automotive vertical by executinggreat customer service and meeting all contractual obligations. Manages full-cycle accounting functions for multiple clients, including financial statements, cash management, and other ContinuServe services. Serves as the brand ambassador and thought-leader of ContinuServe and helps initiate, maintain and develop the relationship as the primary contact and internal liaison for the client within ContinuServe. Sets a clear vision for the development of the relationship by establishing and executing a client relationship strategy that allows the client to achieve their financial goals and objectives. Serve key role in new client onboarding, resource planning and project management. Grow new and existing revenue streams with scalable products.

Key Result Areas:

Business Oversight:

1. Ensures and execute the KPI's (contractual terms) with all clients.
2. Demonstrate a solid knowledge of business process outsourcing (BPO) services specifically within the outsourced accounting and finance solutions market. Articulate company value proposition to clients and prospects using a consultative sales approach; have the ability to complete the sales cycle from start to finish with minimal support to the C-Suite level of an organization.
3. Experience calling on and working with C-Suite level in automotive or retail verticals to sell our outsourced accounting and finance services.
4. Understanding of sales funnels, pipeline, TCV, ACV and the proposal and sales process
5. Coordinate and lead needs analysis and scoping initiatives with the customer.
6. Leverage support organization as needed to create value-based solution offering (value-based pricing and scope).
7. Own and present formal proposals and lead negotiations with the prospect. Coordinate complex decision-making/lead negotiations processes and overcome objections to closure.
8. Be responsive to customer needs and follow through on all aspects of customer requests, both written and verbal in a timely manner.
9. Works with internal Finance team to ensure clients are appropriately billed and collected.

Financial Performance:

1. Responsible for achieving the Division Run the Business (RTB) P&L and demonstrate budgeted margin for all clients within the vertical or actionable plans to achieve desired profitability.
2. Performs monthly projections with leadership team.
3. Responsible for revenue and SARG target being achieved and proactively drives revenue maximization through the clients. Monitors and tracks SARG opportunities presented and ensure that all clients are contacted. Advises Executive Vice President - MUC when circumstances jeopardize achievement of the revenue and SARG targets.

Customer Service/Support:

1. Communicates customer service standards to management team and staff, and conducts necessary training to ensure that it is fully understood at all levels of the organization.
2. Ensures achievement of client surveys of >95% satisfaction.
3. Achieves controllable client retention of 97% annually.
4. Monitors complaints to head off potential client issues and proactively alerts Executive Vice President - MUC to initiate recovery actions on top priority.
5. Performs gap analysis to identify areas where our performance does not meet our standard, and establishes action plan by month to eliminate gaps.
6. Recommends product/service enhancements to add value to our offerings.

Account Management:

1. Establishes and executes ongoing client communication plan to ensure we are communicating with our client and meeting their business needs.
2. Prepares and present monthly scorecard with CEO, COO and Executive Vice President - MUC to review all client KPI's, client service issues, financials, pipeline and transitions.

Business Development:

1. Individually contribute to sales growth of division (account management-SARG).
2. Contribute to growth of vertical business and perform role as Subject Matter Expert, as applicable, during sales process or leverage others as needed.
3. Responsible for the contract terms, scope, price and approval.

Other duties and responsibilities:

1. Assess/limits risk exposure to ContinuServe
2. Represents ContinuServe to industry organizations
3. Other duties as requested

Extent of Public Contact:

1. Frequently serves as a representative of ContinuServe to various organizations within the industry and broader community, displaying courtesy, tact, consideration, and discretion in all interactions.
2. Continually serves as a representative of ContinuServe to the clients, displaying courtesy, tact, consideration, and discretion in all interactions.
3. Frequently negotiates contracts, answers questions from accounting staff, and interacts with division corporate staff.

In Order to Be Considered, the Ideal Candidate Will Bring:

• 7+ years of experience in automotive, retail, or business services environments, with exposure to an international outsourcing or shared services accounting environment
• Strong domain expertise in Financial Reporting, Accounts Payable, Accounts Receivable, Reconciliations, and Payroll, with a thorough understanding of US GAAP in an automated environment
• Proven experience in operations and project management, including client transitions and onboarding
• Demonstrated financial and commercial acumen, with the ability to identify and address revenue and cost drivers
• Excellent client relationship management skills, with the ability to manage multiple clients and navigate escalations effectively
• Ability to analyze business challenges and deliver tailored, value-driven solutions
• Strong leadership capability, including team building, coaching, delegation, and accountability
• Excellent communication, presentation, and negotiation skills
• Strong work ethic and flexibility to work varied hours as needed
• Willingness to travel up to 25%

Required Qualifications:

• Bachelor's degree in Accounting, Finance, or Business
• 7+ years of experience in senior leadership roles within key account management or client service management
• Proven track record managing client portfolios with $1M+ annual revenue responsibility
• Experience working within global delivery or outsourcing environments
• Demonstrated experience leading large, diverse, high-performing teams

Preferred: Financial leadership within the Automotive Industry. Experience in interpreting and presenting financial statements to the board.
Desirable: MBA. Experience with the division specific Industry, outsourcing, and Microsoft Dynamics Great Plains software.

Working Conditions and Environment: Employee must be willing to work at location in a small-to mid-sized office setting, plus attend client conferences and meetings that may or may not be held during the workday. Travel to other ContinuServe locations or client offices may be necessary, as well as attendance at company management meetings with other offices throughout the globe. Other travel may be required based on business needs and must be approved by the Executive Vice President-MUC.