VP Customer Success Business Ops & Support

General Summary

The VP – Customer Success Business Ops & Support is expected to be the leader for the following business operations: Accrualify system Implementations, Product Development, Customer Success, internal operations including revenue, upsell and renewals. This position requires an understanding of accounting principles gained through attainment of a 4-year Bachelors degree in finance, accounting, or related business field from a nationally accredited educational institution. In an environment of reduced supervision, the position exercises independent discretion and judgment in applying data manipulation, business processes and procedures, establishment of work programs and preparing summaries of information. The VP – Customer success, Business Ops & Support will be involved in a number of special projects which will be pervasive and will provide opportunity to grow within our organization and work in areas not traditionally available. This position will be responsible for a team of 10 – 20 people which is expected to double within 12 months. Deep understanding of operations, customers success and support is required.

Knowledge/Skills

1. Ability to manage and maintain customer success KPI’s revenue attainment goals and speed up implementation is key

2. Strong analytical and independent problem solving skills required to evaluate gaps in data, efficiencies, customer pain points and the best way to implement the Accrualify system.

3. Effective written and verbal communication skills are necessary to present relevant information to management and senior client representatives.

4. Strong personal computer skills (Excel, Word and PowerPoint) are required to perform analyses and communicate information to various constituents.

4. Knowledge of accounting, financial reporting and financial analysis usually acquired through related work experience in increasingly complex roles is highly desired.

5. Strong interpersonal and partnering skills to develop working relationships with partners across operating business and support functions.

6. Demonstrated ability to drive change and improve processes.

7. Self motivator and ambition is highly desirable.

8. Experience managing a group of at least 10 – 20 individuals is required.

9. Ability to communicate with other key execs is required

10. Liaison with customers and upper management

11. Ability to motivate individuals

12. High energy

Essential Functions and Duties:

•Conduct implementations and project scoping with Accrualify’s key clients.

•Manage multiple support and business analyst employees

•Establish best practice processes & procedures across support, onboarding, upsell and renewals.

•Support Senior Managers with technical advice and analytical projects.

•Participate in diligence and implementation work in serving our clients.

•Formulate responses to our clients on product or technical issues and general inquiries.

•Produce monthly reports for clients and management.

•Shorten implementation times and work on establishing best practice

•Work closely with marketing on upsell /cross sell

•Ensure strong renewal rates and overall customer satisfaction

•Utilize customer success systems

•Use and develop communication skills to communicate project findings, conclusions and recommendations with peers and clients

•Participate in client meetings to review and present analytical approaches and interpret results

•Apply logic and Accrualify methodologies to provide recommendations to clients.

•Assist corporate finance and accounting entries related to procure to pay process.

•Advise on establishing or improving internal controls to assure proper internal compliance.

•Research and cite regulations related to accounting AP and accruals.

•Lead the analysis for and production of monthly/quarterly/annual transactional volume reports for communication with clients and billing purposes.

•Participate in the deployment and customization of the Accrualify platform

•Participate in the monthly/quarterly forecast process.

•Participate in further development of the Accrualify software platform.

•Perform a key role in the overall growth, recruiting and success of Accrualify.

•Product Development – Communicate business requirements to engineers on system requirements.

•Training – Help establish customer training and Accrualify university

Qualifications

• B.S. in a Business Administration, Economics, Accounting, Finance or relevant field.

• 10+ years of professional experience in a related role with progressive duties.

• Advanced Excel skills

• Quantitative skills and general problem solving skills for business problems

• Strong interpersonal and team working skills

• Excellent communication skills (written and verbal)

• Ability to learn quickly and resourcefully

• High degree of motivation, flexibility and creativity

• Genuine desire to work hard and progress rapidly in the startup/ software/ service profession

• Positive attitude and strong willingness to learn from mentors and peers

• Ability to travel (typically ~5% or less but may be higher depending on assignments)