We are seeking an energetic, client-focused Accounting Solutions Support Lead to join our SaaS organization, supporting 2-4 brands. This role blends technical accounting expertise, client engagement, and leadership, overseeing a support desk team of 2-5 direct reports. The Specialist will act as a trusted advisor to internal and external clients, diagnosing accounting challenges, offering tailored ERP and accounting solutions, and ensuring exceptional support. This role requires coaching and developing staff, maintaining a 2-hour SLA response time and a 48-hour resolution goal, tracking and analyzing cases for executive reporting. The Lead will document and develop operational procedures, create training content, and ensure tool compliance across desktop, web, and mobile platforms. Reporting directly to the Vice President of Customer Care Operations, this position requires a consultative approach to client engagement, problem-solving, and accounting software expertise. This position is required in office 5 days a week at our Richardson, Texas location.
Client Engagement & Consultation
- Build strong relationships by understanding client needs, diagnosing challenges, and offering tailored ERP and accounting solutions.
- Conduct training sessions, workshops, and video tutorials to educate clients on software functionality and accounting best practices.
- Foster long-term partnerships through continuous client support and proactive engagement.
- Communicate complex accounting concepts clearly to diverse audiences in both technical and non-technical terms.
- Utilize video conferencing tools effectively in a virtual environment and possible travel for client engagements and industry events.
Technical Expertise & Solution Delivery
- Analyze client needs and translate business challenges into technical specifications for software solutions.
- Provide technical guidance and support during software implementation, upgrades, and integrations.
- Collaborate with cross-functional teams, including Implementation and Success, to align product functionality with client needs.
- Assist Sales with technical demonstrations and proof of concept presentations.
- Offer feedback to Product Development to enhance accounting features based on customer insights.
System Monitoring & Maintenance
- Monitor software performance and ensure clients comply with best practices for accounting tools.
- Inspect and enforce tool compliance standards, ensuring smooth software functionality and user adoption.
- Oversee issue resolution and troubleshooting, escalating technical concerns when necessary.
User Training & Education
- Develop and deliver training programs for internal teams and external clients on accounting principles and system usage.
- Create documentation, SOPs, and educational videos demonstrating tool functionality and compliance.
- Ensure team members stay updated on industry regulations, accounting best practices, and software advancements.
Customer Experience & Collaboration
- Lead the support desk team, ensuring high performance and adherence to SLA standards.
- Coach and develop direct reports to provide exceptional customer support.
- Track and analyze case trends, compiling reports for executive leadership on ticket resolution metrics and customer satisfaction.
Security & Compliance
- Ensure clients adhere to accounting security protocols and compliance regulations.
- Identify risks and recommend solutions to safeguard financial data and operational integrity.
Continuous Improvement
- Drive process improvements to enhance efficiency and customer experience.
- Stay ahead of industry trends to implement best-in-class accounting support solutions.
Qualifications
- Strong background in accounting, SaaS support, or ERP systems.
- Proven ability to lead and coach a support team in a fast-paced environment.
- Excellent analytical, problem-solving, and communication skills.
- Ability to develop operational procedures, training materials, and process documentation.
- Experience providing technical support, troubleshooting, and system compliance oversight.
- Bachelor’s degree in accounting, Finance, Business, or a related field preferred.
- 3-5 years of experience in SaaS support, accounting, ERP solutions, or a similar technical role.
- Prior experience managing a support desk team or leading direct reports.
- C3 application experience required.
- Accounting certifications (CPA, CMA, or similar) a plus.
- May be required to provide after hour support.
- May be required to work some weekends to support production systems.
- Must be available for occasional evening and weekend support during critical implementations.
