Overview
This role involves leading the Accountant Product Support team within a Customer Success organization, focusing on delivering exceptional support experiences for influential customers. The Senior Manager will oversee a high-performing team of front-line managers, driving performance, operational improvements, and customer satisfaction for accounting professionals using specialized financial software.
Responsibilities
- Lead and inspire Expert Network delivery teams to build strong customer relationships, resolve issues effectively, and retain top talent.
- Manage a fully remote, geographically dispersed workforce, including scaling during peak demand periods.
- Drive innovation through experimentation and partnerships to optimize operational processes and scale service offerings.
- Identify customer pain points and collaborate cross-functionally to implement transformative improvements.
- Explore and test new technologies and service methodologies to meet evolving customer and expert needs.
- Participate in leadership teams to influence strategic initiatives and build strong business partnerships.
- Own key performance metrics such as Quality of Service, Net Promoter Scores, Resolution Scores, Productivity, Efficiency, and team engagement.
- Collaborate on service delivery vision and design strategies for domain experts in partnership with senior leadership.
- Work with forecasting, demand, and experience teams to refine business insights and forecasts.
- Align operational and financial targets with strategy and finance partners.
- Engage in regular roadmap discussions to enhance expert experience and customer satisfaction.
- Partner with workforce management, real-time operations, training, and learning teams to develop capacity plans and operationalize service delivery at scale.
- Lead talent and performance review processes to ensure high performance across experts, leads, and managers.
Qualifications
- Bachelor's degree or equivalent practical experience; MBA or background in Accounting/Finance is a strong plus.
- Minimum of 5 years of leadership experience in service delivery or the accounting industry with a data-driven approach.
- Deep understanding of customer experience metrics such as Transactional Net Promoter Score (tNPS), Issue Resolution, Average Handle Time (AHT), and Service Quality Score (SQS).
- Strong customer focus with the ability to design and deliver end-to-end customer and expert experiences.
- Excellent written and verbal communication skills with the ability to influence across matrixed organizations.
- Ability to interpret and communicate complex or ambiguous information effectively.
- Proven experience applying continuous improvement methodologies to enhance performance and efficiency.
- Experience leading and managing complex system and organizational change initiatives.
- Strong project management skills handling multiple deliverables and deadlines.
Preferred Qualifications
- Experience managing high-performing teams in fast-paced technology environments, especially supporting financial and accounting professionals.
- Advanced analytical skills to quickly derive insights from complex data.
- Familiarity with contact center technologies, phone systems, CRM software, call recording systems, and relevant financial software suites.
- Willingness to travel up to 10% for cross-team collaboration.
Compensation & Benefits
The position offers a competitive compensation package with pay-for-performance rewards, including potential cash bonuses, equity awards, and benefits. Compensation is based on job-related knowledge, skills, experience, and work location, with regular reviews to ensure fair pay practices.
Location
This role supports a fully remote, geographically distributed team and requires managing operations across multiple locations.