Senior Manager, Accountant Customer Success

Responsibilities

• Champion an electrifying customer and Expert experience!
• Drive our Expert Network delivery teams and collaborate with internal partners to craft experiences that forge deep relationships with customers, resolve issues brilliantly, attract and retain top Experts, and create an army of promoters across both groups.
• Master the art of leading a complex, fully geographically remote workforce, even through the exhilarating hiring waves of peak season demand.
• Achie and exceed training, customer satisfaction, and retention goals.
• Unleash innovation through audacious experimentation and powerful partnerships with our Thrive teams.
• Design optimal processes for operational delivery, embodying a mindset of continuous improvement and crafting solutions that skyrocket customer growth and scale our service offerings.
• Become a detective of customer pain points, observing and understanding challenges, then collaborating cross-functionally to drive transformative improvements to the Accountant Experience.
• Lead your teams in exploring and testing cutting-edge technologies and revolutionary service methodology changes to meet Expert and customer needs head-on.
• Play a pivotal role in the Expert Network leadership team, driving strategic initiatives and forging powerful partnerships and influence with our business partners.
• Own the delivery of key performance metrics, including Quality of Service, Net Promoter and Resolution Scores, Productivity and Efficiency Metrics like Queue SLA, Customer Serving Time, Utilization, Handle Time, and team engagement metrics like Expert PRS and Pulse.

Qualifications

• Proven trailblazer with significant experience in a fast-paced, customer-centric organization, leading high-performing operations and teams.
• Bachelor's degree or equivalent practical experience; an MBA or focus in Accounting/Finance is a massive plus.
• Deep familiarity with customer experience performance metrics, including, but not limited to: Transactional Net Promoter (tNPS), Issue Resolution (IR), Average Handle Time (AHT), Service Quality Score (SQS).
• A relentless customer focus and an unyielding desire to understand, design, and deliver an end-to-end customer and Expert experience.
• Strong written and verbal communication skills and the ability to present information with clarity and impact, influencing effortlessly in a cross-matrixed environment.
• The ability to interpret and disseminate complex or ambiguous information to your team precisely when they need it.
• Proven experience and ability to leverage continuous improvement methodologies to drive performance and efficiencies in the business.
• Experience in a dynamic work environment as a leader of change, mastering the art of managing and executing complex system and organizational change initiatives.
• Proven experience managing multiple projects, deliverables, and workloads with varying degrees of complexity and deadlines.