Senior Associate, Customer Success

About the role

The Senior Associate, Customer Success will play a crucial role in the adoption and support of ERP software, managing renewals, adding-on services, and addressing customer requests. This position also involves proactive outreach, gathering feedback, and coordinating with various teams within Baker Tilly.

Responsibilities

• Initiate and support the renewal process, including providing pricing and answering questions about potential changes to current customer packages.
• Provide information and support for customers requesting additional services or products, in addition to managed accounting services available through Baker Tilly.
• Build quotes, statements of work, and manage pricing for existing customers.
• Regular Customer Outreach including ongoing follow up, feedback requests, meetings, go-live celebrations, and additional duties as assigned.
• Schedule consulting calls and meetings for follow up after services are performed, including project completion reviews.
• Support sales and marketing in occasional outbound sales campaigns or requests for reviews/references.
• Identify customers to engage in and conduct case-studies and reviews.
• Serve as point of contact for billing and credit inquiries, errors, and requests then delegate to the appropriate internal or external support.

Requirements

• Bachelor’s degree in accounting, business, or similar field or equivalent experience in Customer Success within a similar organization.
• Knowledge of SaaS business model and metrics.
• 3 years’ experience in customer success or sales in the SaaS industry or similar experience.
• Knowledge of CRM system, especially Salesforce.
• Experience with accounting is a plus.

Pay

The pay rate range for this job position is $57,304 to $97,790. Actual compensation is influenced by a variety of relevant factors including but not limited to applicant’s skills, prior experience, qualifications, degrees, professional certifications, work arrangements and geographic location.