Customer Success Representative

Customer Success Representative with French

TaxDome is the #1 practice management platform for accounting firms in the US - we have grown over 100X in the last 5 years and serve tens of thousands of businesses globally with millions of end-clients.

About the team:

• We are a US-based SAAS firm targeting the accounting industry. In other words, we use technology to solve business problems for accounting firms - we are not accountants. For you, this means you will be communicating with accountants about their business processes and helping them see the value in our software which can help them grow their business and revenue. You are not expected to be an accountant, know how to do accounting or even be good at math.
• Our team is 300+ people (in over 40 countries) - we are a distributed team built on the principle of self-management
• Access to management - you will be working closely with the chief revenue officer (along with the sales team) in a collaborative work environment

Customers love us:

We have over 6,000 positive reviews online. When we go to trade shows, customers often say, “Where have you been, I’ve been looking for this for years” In many ways, our product sells itself. Your job is to convey that benefit and expand our market share.

The Role

Responsibilities:

• Develop and maintain strong relationships with clients, serving as their primary point of contact for all issues and inquiries related to our products and services.
• Identify opportunities to upsell and expand our services with existing clients.
• Manage and conduct the entire post onboarding process which includes, training, increasing adoption, ensuring retention and renewal.
• Establish a trusted and strategic advisor relationship to help drive continued value of our products and services.
• Maintain and develop customer success strategies and best practices
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.
• Maintain existing customer success metrics and data as directed.
• Collaborate with cross-functional teams including product, marketing, and customer onboarding to ensure deliverables are on time.
• Track client performance metrics and provide regular reports to senior leadership.

Ideal Profile

Required Skills and Qualifications

• Fluent English and French is required. The role entails providing support to clients who are native speakers of French and English
• Bachelor's degree 
• 2+ years of experience as a CSM, Account Management at a SaaS, or technology company.
• Strong verbal and written communication, strategic planning, and project management skills.
• Ability to work in a fast-paced environment and manage multiple priorities simultaneously.
• Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities.

Benefits:

• Opportunities for professional growth and career advancement.
• A dynamic and collaborative environment.
• The chance to be part of a forward-thinking company that is reshaping an industry.
• Remote - flexible location

Work format: independent contractor, full-time, EST (New York time zone)

Compensation: depending on experience

We appreciate your interest and advise that only those selected for an interview will be contacted

What's on Offer?

• stable company
• well-known brand