Senior Client Success Manager - Accounting & Finance

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.

We are seeking a Senior Client Success Manager who thrives in a client-facing environment and enjoys managing relationships across multiple accounts simultaneously. The ideal candidate is a proactive problem solver who can build trusted partnerships, navigate complex client needs, and ensure a consistently high level of service delivery.


Purpose of the Job
Provides leadership to the global operations and account management teams within the Restaurant vertical by delivering exceptional customer service and meeting all contractual obligations. Manages the full-cycle accounting functions of multiple clients, including but not limited to financial statements, cash management, and other ContinuServe services.
Serves as a brand ambassador and thought leader for ContinuServe while initiating, maintaining, and developing client relationships as the primary point of contact and internal liaison. Sets a clear vision for client relationship development by establishing and executing strategies that help clients achieve their financial goals and objectives.
Plays a key role in new client onboarding, resource planning, and project management. Grows new and existing revenue streams through scalable products and services.
Key Result Areas
Business Oversight

1. Ensures execution of client KPIs and contractual obligations.
2. Demonstrates a solid knowledge of Business Process Outsourcing (BPO) services, specifically within the outsourced accounting and finance solutions market. Articulates the company's value proposition to clients and prospects using a consultative sales approach and has the ability to complete the sales cycle from start to finish with minimal support at the C-suite level.
3. Calls on and works with C-suite executives within the restaurant vertical to sell outsourced accounting and finance services.
4. Maintains an understanding of sales funnels, pipeline management, TCV, ACV, proposals, and sales processes.
5. Coordinates and leads needs analysis and scoping initiatives with customers.
6. Leverages internal support organizations to create value-based solution offerings, including pricing and scope development.
7. Owns and presents formal proposals and leads prospect negotiations. Coordinates complex decision-making processes and overcomes objections to close business.
8. Responds to customer needs and follows through on all requests, both written and verbal, in a timely manner.
9. Works with the internal Finance team to ensure clients are appropriately billed and collections are completed.

Financial Performance

1. Responsible for achieving the division's Run the Business (RTB) P&L objectives and maintaining budgeted margins across all clients within the vertical, or developing actionable plans to achieve desired profitability.
2. Performs monthly projections with the leadership team.
3. Responsible for achieving revenue and SARG targets and proactively driving revenue maximization across client accounts. Monitors and tracks SARG opportunities and ensures all clients are contacted. Advises the Executive Vice President - MUC when circumstances may jeopardize achievement of revenue and SARG goals.

Customer Service/Support

1. Communicates customer service standards to management and staff and conducts training to ensure expectations are understood at all levels of the organization.
2. Ensures client survey results exceed 95% satisfaction.
3. Achieves annual controllable client retention of 97%.
4. Monitors complaints to proactively address potential client issues and alerts the Executive Vice President - MUC when recovery actions are needed.
5. Performs gap analyses to identify areas where performance does not meet standards and establishes action plans to close those gaps.
6. Recommends product and service enhancements that add value to client offerings.

Account Management

1. Establishes and executes ongoing client communication plans to ensure client needs are understood and met.
2. Prepares and presents monthly scorecards with the CEO, COO, and Executive Vice President - MUC to review client KPIs, service issues, financial performance, pipeline activity, and transitions.

Business Development

1. Individually contributes to division sales growth through account management and SARG initiatives.
2. Supports growth within the vertical and serves as a Subject Matter Expert during the sales process or leverages other resources as needed.
3. Responsible for contract terms, scope, pricing, and approvals.

Other Duties and Responsibilities

1. Assesses and limits risk exposure to ContinuServe.
2. Represents ContinuServe within industry organizations.
3. Performs other duties as assigned.

Extent of Public Contact

1. Frequently serves as a representative of ContinuServe to industry organizations and the broader community, displaying courtesy, tact, consideration, and discretion in all interactions.
2. Continually serves as a representative of ContinuServe to 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 for the Role, the Ideal Candidate Will Have:

1. 7+ years of experience in the service industry, including experience in an international outsourcing or shared services accounting environment.
2. Excellent domain knowledge in Financial Reporting, Accounts Payable, Reconciliations, Accounts Receivable, and Payroll within an automated environment, along with a strong understanding of US GAAP.
3. Relevant experience encompassing operations, project management, and client transitions.
4. Proven financial acumen, including revenue and cost management, with the ability to identify and address commercial issues.
5. Excellent customer relationship management skills with the ability to manage multiple clients and handle escalations.
6. Ability to quickly understand business challenges and offer tailored solutions.
7. Proven ability to build, train, and lead teams while maintaining accountability and ownership.
8. Excellent communication, presentation, and negotiation skills.
9. Strong work ethic and flexibility to work a variety of hours.
10. Ability to travel up to 25%.

Knowledge and Skills
Required

1. Bachelor's degree in Accounting, Finance, or Business, along with 7+ years of key account management or client service management experience.
2. Proven track record managing accounts generating $1M+ annually.
3. Experience working with global delivery organizations.
4. Experience leading diverse, large, high-performing teams.
5. A personable leader who enjoys developing relationships with clients and staff.
6. High energy level with the ability to lead and mentor teams.
7. Ability to empathize while holding self and others accountable for deliverables.
8. Excellent presentation, written, and verbal communication skills.
9. Strong organizational skills with the ability to manage multiple priorities.
10. Strong working knowledge of Microsoft Word, Excel, and PowerPoint.

Preferred

• Financial leadership experience within the accounting industry.
• Experience interpreting and presenting financial statements to boards of directors.
• Restaurant industry experience.

Desirable

• MBA.
• Experience within the industry, outsourcing environments, and Microsoft Dynamics Great Plains.

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.
 

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