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Accounting Operations Manager

vor 2 Monaten


Berlin, Berlin, Deutschland AVOMIND Vollzeit
About the Role

We are seeking a highly skilled Accounting Operations Manager to join our team at Avomind. As a key member of our Customer Success team, you will be responsible for maintaining high levels of satisfaction and engagement among our customers to ensure their long-term success with our application.

Key Responsibilities
  • Customer Service and Support: Provide outstanding customer service, product assistance, trainings, and consultative solutions to our customers' close management and accounting operational goals.
  • Relationship Management: Own the overall post-launch relationship with a diverse portfolio of customers, including identifying expansion opportunities.
  • Business Development: Develop a trusted advisory relationship with customers, ensuring all activities are closely aligned with their business and departmental goals, strategy, and needs.
  • Collaboration and Communication: Be an advocate and liaison between customers and internal cross-functional teams to influence positive mutual change for our customers and the company.
  • Performance Monitoring: Conduct quarterly or monthly business reviews to assess customer requirements and level of adoption.
  • Renewal and Upsell: Strategize with Account Managers to accurately forecast renewals and mitigate churn risks in order to secure customer renewals and maintain a near zero churn rate.
  • Training and Education: Manage customer trainings and education to increase adoption of new products and features.
  • Key Performance Indicators: Forecast and track key account metrics and use key performance indicators (KPIs) to guide your decision making and success planning.
  • Escalation Management: Assist with high severity customer requests or delegate escalations as needed.
  • Customer Success Outcomes: Drive increased engagement for new and existing customers; increase renewal rates and keep churn rate near zero; expand revenue in accounts through cross-sell and upsell; influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores; and drive new business growth by fostering active advocacy of our products and building champions willing to be a reference and refer new customers.
Requirements
  • Education: Degree in Business Administration, Accounting, Finance, or relevant fields.
  • Experience: Minimum 3-5 years industry accounting experience with consistent involvement across a variety of functional areas in the month-end close process.
  • Language Skills: Fluent in German and English.
  • Interpersonal Skills: Ability to interact with customer teams at various levels of technical and non-technical depth.
  • Project Management: Proven ability to manage multiple projects; meeting deadlines and strong attention to detail.
  • Communication Skills: Excellent professional presentation skills - a storyteller who knows how to add credibility through use of data.
  • Problem-Solving Skills: Ability to think analytically and apply problem-solving skills to scenarios throughout the course of the workday.
  • Self-Motivation: Self-starter, ability to work in a fast-paced team environment.
Nice-to-Haves
  • Software Experience: Experience using Salesforce, Gainsight, Slack, and G-Suite.
  • Accounting Experience: ACA and/or public accounting experience.
  • Software Familiarity: Prior user experience of either our software and/or other month-end close software.
  • SaaS Experience: Experience at a SaaS company.
  • Customer Escalation Management: Proven track record of managing customer escalations, setting customer expectations, and negotiating successful resolutions.
  • Customer Satisfaction: Proven experience working directly with customers, ensuring customer satisfaction, adoption, and retention.