Client Success Associate (Accounting Focus)- Bozeman

  • Foundant Technologies
  • Bozeman, MT, USA
  • Jan 04, 2021
Full time Accounting Customer Service Finance Software

Job Description

The Client Success Associate- Accounting Focus (CSA-FA) position will work closely with Client Success Managers (CSMs) to solve problems, manage accounts, and proactively keep in touch with Foundant clients. The CSA-FA will be responsible for assisting in the successful implementation of all fund accounting-related functionality within our clients’ CommunitySuite Implementation; as well as providing ongoing support to CSM-FAs and clients on a regular basis. 


Responsibilities

  • Assist in developing client relationships that foster trust and loyalty
  • Gain and maintain expert knowledge of the CommunitySuite product 
  • Assist and support named CSMs in order to help them execute large accounts and workloads 
  • Train clients on how to use and implement the CommunitySuite product
  • Provide exceptional client support and consultation via phone, email, and in-person 
  • Build and maintain ongoing knowledge of clients to understand overall satisfaction levels related to software usage, software functionality, and the value they receive from Foundant. 
  • Proactively assist in the renewal process by ensuring client mood, renewal status, notes, and action items are recorded, up to date, and represented accurately in our Customer Relationship Management (CRM) system, Salesforce
  • Work with CSMs to develop and execute action plans to improve client satisfaction levels and optimize their experience with Foundant 
  • Maintain overall data quality within our key systems
  • Assist in developing training and support materials to make the process easier for clients and Foundant 
  • Identify and create client upsell opportunities and collaborate with sales and CSM team to execute
  • Adhere to all Foundant Security, Confidentiality, and Privacy policies and procedures at all time


Required Skills

  • Undergraduate Finance or Accounting degree preferred.
  • Knowledge of Generally Accepted Accounting Principles (GAAP)
  • Knowledge of General Business Accounting, Fund Accounting preferred
  • Excellent analytical skills. 
  • Relevant client engagement experience in post-sales support, training, project management, or account management functions in an online setting preferred. 
  • Keen attention to detail for accuracy to deliver on internal and external customer requirements with a time-sensitive approach. 
  • Exceptional customer satisfaction driven approach. 
  • Strong technical aptitude and ability to learn software programs. 
  • Patience, empathy, and integrity approaching each situation with a fresh outlook and the client’s success in mind. 
  • Excellent time management skills to handle multiple, concurrent tasks and deadlines. 
  • Excellent written and verbal communication skills. 
  • Motivated, enthusiastic self-starter, who is able to complete tasks with minimal supervision. 
  • A team player. 
  • Ability to engage and interact with internal teams to assist in resolving client issues. 
  • Willingness and enthusiasm to learn and contribute. 
  • Proficient in Google Drive and/or Microsoft Office Suite, specifically PowerPoint and Excel. 
  • Familiarity with distance learning tools such as Zoom, WalkMe, or other LMS type software preferred. 
  • Familiarity with Customer Relationship Management (CRM) software, especially Salesforce preferred.