Customer Success Consultant

Phocas Software; Coventry; On-site; GBP 30,000 - 50,000; Full time

Job description

As a high-growth tech company selling software in a competitive global market, the work is not easy. But it’s interesting and super fun.

As the Customer Success Consultant, your primary purpose is to ensure our customers get, and keep getting value from their investment in Phocas. You strive to retain our customers, turn them into advocates for Phocas and proactively identify opportunities for further revenue growth within our existing customer base.

To succeed in this role, you will need experience in finance or accounting, as our software is designed to empower businesses with data-driven financial insights. Your understanding of financial processes and reporting will help customers fully leverage our solutions to streamline their operations and improve decision-making.

If you're ready for a dynamic role that blends financial expertise with customer success, we'd love to hear from you!

Here’s how you’ll do that:

• Proactively drive activities that increase brand awareness, product presence and user adoption. This could be through regular customer account reviews, product demonstration, customer training, events and other marketing activities.
• Provide exceptional service and support, and ensure the customer is gaining value from their investment through coaching, advice and training.
• Guide clients through onboarding, issue resolution, and adoption phases with your fantastic communication and training abilities.
• Identify new business opportunities within the account for revenue growth.
• Collaborate with global colleagues to continuously improve products, internal processes and documentation as they relate to customer success.

This is what you’ll need to do it:

• A love of working with customers and developing long-term value.
• Excellent presentation, training and communication skills.
• Experience managing strategic accounts & building trust relationships with C-suite.
• You enjoy building rapport with your customers, and staying up to date with product enhancements and features.
• Financial planning, accounting, or financial modeling knowledge, as well as an understanding of ERPs is essential.
• Solid understanding of business needs and customer focus with a dedication to customer experience.
• Previous experience within a Customer Success role within SaaS.

A bit about us to see if we’re a match for your enthusiasm:

We’re a business planning and analytics company on a mission to make people feel good about data. We’ve been hard at it for 20+ years, helping 2,300 companies turn complex business data into performance boosting results. Despite our global status, we’ve held on to our start-up roots. The result is a workplace that’s fast, exciting and designed for fun.

Create your happy place! Apply today!

• Bachelor's degree in Accounting or another related subject. In lieu of degree, relevant equivalent experience required.
• Minimum 1 year of experience working within finance.
• Minimum 3 years’ prior experience working in Customer Success or Account Management roles, ideally within the SaaS/IT industry.
• Proven track record of meeting or exceeding retention goals / customer satisfaction metrics.
• Experience with Phocas or FP&A related products – other BI, CRM, ERP software products.

• Familiarity with financial planning, accounting, or financial modeling is essential.

• Private Healthcare.
• Pension.
• Health Cash Plan.
• Group Life Insurance / Salary Continuance.
• Paid Time Off (Holiday, Sick & Public Holidays).
• Enhanced Family Leave (Maternity, Paternity).
• Public Holiday Swap.
• Work from Anywhere policy.
• Wellness Resources.
• Plenty of learning opportunity!

Phocas is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.