Senior Associate, Customer Success

Senior Associate, Customer Success

The Senior Associate, Customer Success will be responsible for aiding adoption of the ERP software, processing annual renewals and add-ons, supporting customer requests for customizations and consulting, proactive outreach, regular collection and tracking of NPS, meeting with support, sales, and professional services to solve your client's needs, conducting feedback and project completion calls at the end of projects, regularly scheduling meetings and follow up with clients, creating pricing quotes and statements of work for products and services, flagging and conducting case studies, and otherwise supporting clients and the internal Baker Tilly team.

Job Responsibilities:

• Initiate and support the renewal process, including providing pricing and answering questions about potential changes to current customer packages.
• Provide information and support for customers requesting additional services or products, in addition to managed accounting services available through Baker Tilly.
• Build quotes, statements of work, and manage pricing for existing customers.
• Regular Customer Outreach including ongoing follow up, feedback requests, meetings, go-live celebrations, and additional duties as assigned.
• Schedule consulting calls and meetings for follow up after services are performed, including project completion reviews.
• Support sales and marketing in occasional outbound sales campaigns or requests for reviews/references.
• Identify customers to engage in and conduct case-studies and reviews.
• Support third party relationships with external software manufacturers in conjunction with client and internal customer relations.
• Serve as point of contact for billing and credit inquiries, errors, and requests then delegate to the appropriate internal or external support.

Job Requirements:

• Bachelor's degree in accounting, business, or similar field or experience in Customer Success within a similar organization.
• Knowledge of SaaS business model and metrics.
• 3 years' experience in customer success or sales in the SaaS industry or similar experience.
• Knowledge of CRM system, especially Salesforce
• Experience with accounting is a plus.

The pay rate range for this job position are listed below. Actual compensation is influenced by a variety of relevant factors including but not limited to applicant's skills, prior experience, qualifications, degrees, professional certifications, work arrangements and geographic location. Baker Tilly offers a comprehensive compensation and benefits package to eligible employees.

The national pay rate range is $57,304 to $97,790