Scroll

Account Manager - Customer Success

Ottawa, Canada

Description:

Who we are:

CaseWare IDEA is a fast-growing software company that sells world-class audit analytics software to financial professionals around the world. Our solutions are used by over 500,000 professionals, across 170 countries, and in 16 languages. To support our growth, we are looking for a Customer Success Specialist who can help administer our prospect management and client success program.

We are looking for an enthusiastic and energetic customer success professional who is interested in filling a pivotal role that drives client adoption and satisfaction in the rapidly growing analytics industry. The ideal candidate is excited about engaging with our customers at all levels and is able to quickly articulate and demonstrate how our solutions will meet their needs.

You are:

  • Enthusiastic, self-motivated and energetic with the ability to quickly articulate and demonstrate how our solutions will meet clients’ needs.
  • Accountable and entrepreneurial in spirit, excited and comfortable to engage with customers at all levels.
  • An extraordinary communicator.
  • Significantly experienced in the field of auditing, focused on data acquisition and analysis.

What it takes:

To thrive in this role, you must be organized, persistent, a great communicator, detail-oriented and able to work independently. You must be able to produce high-quality business correspondence. You must have experience using and delivering data analytics solutions and services such as IDEA.

We need you to:

  • Apply a hands-on approach to project management by managing multiple clients, across teams and tasks.
  • Know the Client, their business and how to align their objectives to our solutions as efficiently as possible.
  • Collaborate with other cross-functional teams at CaseWare IDEA.
  • Maintain knowledge of all product features.
  • Identify sales opportunities with account-based expansion models for Account Executives.
  • Sell to potential customers in specific segments of our market.
  • Use your experience to expand and adjust this role to deliver what is needed for customer success at CaseWare IDEA.
  • Follow-up on client implementations based on the solution purchased.
  • Provide clients with best practice guidance based on their function, role and goals.
  • Provide clients with basic training using the ‘get started’ tutorials and fulfillment tasks.
  • Act as the liaison between cross-functional teams, communicating unique business issues that require special attention during the onboarding process.

Pre Sales:

  • Qualify inbound leads.
  • Perform and execute lead qualification models.
  • Develop and deliver client and association presentations.

Customer Onboarding:

  • Follow-up on client implementations based on the solution purchased.
  • Provide clients with best practice guidance based on their function, role and goals.
  • Provide clients with basic training using the ‘get started’ tutorials and fulfillment tasks.
  • Act as the liaison between cross-functional teams, communicating unique business issues that require special attention during the onboarding process.

Customer Training:

  • Deliver in-person or online training to clients.

Customer Success:

  • Create, administer and manage the client success program.
  • Develop and deliver metrics and reporting to document results of strategies.
  • Develop and help implement Account Management strategies.
  • Create analytics scripts in IDEAScript and Python.