We are a young, energetic startup that is growing rapidly, like the many businesses we work with. We care intensely about each other, our company and the customers we serve, and are committed to making every day count. We’re results-focused but love our jobs and are always having fun – and we like it that way!
Formations is looking for a Client Success Manager to join our team in our Kirkland WA office with full remote due to Covid-19. Applicants from other states are also welcome for remote options.
Ideal candidates have a background in accounting, are familiar with preparing financial statements, and have excellent customer service acumen. Both seasoned accountants and recent college graduates are encouraged to apply.
About the Role:
Our clients are our most valued asset and developing a trusted relationship is paramount to our success. The Client Success Manager (CSM) will execute full client lifecycle management and will be actively involved in managing all phases, including client onboarding, quarterly business reviews, client renewals, and client health initiatives. The CSM will possess excellent accounting, communication, project management, and customer service skills. As a trusted client partner, you are laser-focused on a positive client experience above everything else. This role is available both remote in from our Kirkland, WA office.
This role sits within the Client Support Team and reports directly to our Client Success Manager.
You demonstrate mastery of general ledger accounting, including monthly reconciliations of all client accounts, preparation of regular state excise filings, management of payroll, and annual closure of the books for tax preparation.
You are fluent in current accounting and payroll technology and stay on top of the rapid changes in the industry.
You possess impeccable relational skills and can create win/win environments for all parties that you work with.
You have a consultative approach and a collaborative nature; you enjoy building relationships.
You work with customers to ensure they are leveraging our services and technology solutions effectively and finding value in the service we provide.
An overall team player willing to jump and support wherever possible across all functional areas of the business.
Culture advocate, actively participating to ensure a great employee and team experience.
Duties / Responsibilities:
Managing a roster of clients via Xero and reviewing entries by your team of Data Entry Specialists (DES).
Ensuring payroll is processed regularly via Gusto for all clients in your book of business; analysis of current net income necessary to advise clients on the payroll they need to take to stay compliant.
Ensuring all regular state and local returns are filed and paid on time.
Reviewing and preparing regular financial statements for clients on a monthly basis.
Analyzing the general ledger entries to prepare the Trial Balance for annual 1120S preparation
Manages implementation projects and conducts weekly implementation meeting status call.
Serves as a resource for escalated client issues.
Prepares and conducts strategic internal and client video kick-off meetings - requires the flexibility to adjust working hours to accommodate various time zones.
Manages client renewals, ensuring renewals, upsell, and expansion opportunities are provided and utilized with customers.
Supports efforts to mine and develop an understanding of customer feedback and drive the closed-loop process.
Helps to maintain above-average industry average retention rates.
Manages client information preparing content, and regularly updating CRM and project work items in Hubspot.
Sets expectations, develops and communicates the implementation project timeline and defines the onboarding process.
Manages project risk to ensure timely, on-budget project execution and closure of implementation and setup tasks.
Facilitates client communication during the onboarding phase and beyond. Including email communication, video conference calls with clients, and delivery of financial reports
Advocates client needs/issues cross-departmentally.
2+ years in client success, client experience, project management, account management or equivalent history in client service role.
2+ years industry experience in accounting preferred. Experience with Xero Accounting Software and Gusto preferred.
Experience preparing 1120S returns is preferred.
Excellent client management and project management abilities
Impeccable written and verbal communication skills.
Detail-oriented and analytical.
Strong team player; thrives in a multi-tasking environment and can adjust priorities on-the-fly.
CRM experience preferred.
This full-time position offers a competitive base salary and a full benefits package. We go above and beyond in our commitment to our staff's health, well-being, and happiness by also offering generous paid time away from work programs, professional growth and development opportunities, monthly team lunches and events, pre-tax commuter benefits, and other surprise perks throughout each month.
accounting, bookkeeping, payroll