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    Customers Success Manager - London, United Kingdom - Silverfin

    Silverfin
    Silverfin London, United Kingdom

    1 day ago

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    Description
    Customer Success @ Silverfin

    Customers are at the heart of everything we do at Silverfin, and we are looking for a Customer Success Manager to join the team in educating and supporting our customers to ensure they get the most from the Silverfin platform.

    You will work cross-functionally with Product, Marketing, and Sales teams to ensure we spoil the customer with a truly standout and superior experience.

    Our customers tend to be large accounting firms, and your ability to build strong relationships with them, along with your passion and understanding of the industry, will ensure they reach their maximum potential from our software.

    A key part of this role will be owning our customer education content and working alongside the rest of the Customer Success team to deliver a high-touch relationship with customers, consisting of both onsite and virtual meetings that cover customer onboarding, training, project management and ongoing support.

    Leading onboarding processes and delivering training and roll out plans for new customers
    Supporting customers through digital transformation projects with a clear view of the customers objectives in order to achieve maximum usage and deliver superior customer experience
    Monitoring usage, proactively contacting clients and delivering support and guidance to maximise usage, including the identification of any change resistance

    Identify upsell opportunities, as well as churn risks across your book of business using both customer relationships and also usage data from across the platform.

    Acting as the customer's voice and providing feedback to Product & Professional Services on how we can better serve our customers
    An accounting background by experience in practice or within the accounting fintech industry
    Commercial experience of working in an accounting practice would be a distinct advantage
    Demonstrable passion for Customer Success and driving change in the industry
    Excellent organisation, project management and time management skills
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