Direct message the job poster from ScaleXP
Overview: Client relationship manager for a fast-growing financial services start-up
* ScaleXP provides financial software solutions to B2B SME SaaS/service businesses to automate their accounting and reporting;
* Maintain and expand our best-in-class customer service, helping customers who are CFOs, Founders, Accountants, Financial Operations Managers etc.
Key Responsibilities:
Customer Support and Troubleshooting:
* Troubleshoot and resolve customer issues; support customers (CFOs, Founders, Accountants, FinOps Managers) in creating financial reports and generating accounting journals;
* Respond to customer queries and develop appropriate tools (e.g. video, live chat,email).
Customer Success / Client Relationship Management:
* Maintain and update support tools and “how to” documentation including website tutorials, videos, articles, chat, etc.;
* Proactively inform existing customers of relevant product changes and upgrades;
* Improve and increase available help options and tools; ensure that we are always using latest best practice for communicating with customers.
Customer Onboarding, Sales Support and Upsales:
* Help new & trial customers understand the product and transition to ScaleXP reporting and month end processes;
* Explain ScaleXP’s features via video calls and other support, in real time, to a global customer base (across multiple time zones);
* Troubleshoot complex accounting and financial reporting issues;
* Create, improve and update tools and documentation for seamless onboarding;
* Sell customers add-on features, upgrades.
Product Development Support:
* Work closely with the product development team to provide timely customer feedback to continuously improve the software and customer experience;
Required Skills and Experience:
Applied accounting experience is essential:
* 2+ years of applied accounting in a small B2B services company using Xero or QuickBooks is required
* Must have a deep understanding of accounting including the ability to:
* confidently and accurately discuss complex financial accounting and reporting topics;
* easily explain interrelationships in the financial statements;
* translate customer needs into ScaleXP solutions.
Client management and/or customer service experience is also required, including a proven ability to troubleshoot and resolve complex problems related to accounting and financial reporting.
Must thrive in a small, startup environment where you can work independently, prioritize tasks, and manage multiple responsibilities; must have:
* proven ability to work across a broad range of activities,
* a proactive, get-things-done attitude
* enthusiasm for continuously improving things, learning new skills and embracing new technology.
The ideal candidate will also have:
* Experience using HubSpot, Salesforce and/or Pipedrive CRM;
* Experience with customer service tools and creation of customer support materials such as videos, product documentation and AI help;
* Ambition to expand the role;
Salary: to be confirmed based on experience (£45k-85k)
Location: Remote with optional days in London offices.
Working Hours: Full time with flexible hours (to be agreed) including at least 3 hours/week supporting Australia/New Zealand time zones
How to Apply: Please send your resume and a cover letter to marjorie@scalexp.com.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Accounting/Auditing and Finance
* Industries
Software Development
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