Customer Success Account Manager - Accountants (Clearfacts)

ClearFacts – part of Isabel Group – is the leading collaborative platform between accountants and their customers in Belgium. Through our customer base of 250 accountants, we serve over 30.000 small to medium companies in Belgium.

Within the accountancy sales team, the goal of the Customer Success Account Manager is to proactively help our customers (accountants) in optimally using the ClearFacts platform.

You are a trusted advisor, a true ClearFacts expert helping and guiding customers, helping them getting the most out of our service. It's your goal to optimise the customer's experience and build long-term client relationships by proactively managing the entire customer lifecycle: from onboarding, to the adoption phase and to retention.

 

Your role

 

As Customer Success Account Manager for Accountants (ClearFacts), you will be responsible for the following tasks:

  • Proactively coach our customers during their customer lifecycle through (virtual or actual) meetings, calls, mails, webinars, newsletters, etc.
  • Proactively look, propose and follow-up elements that can improve and increase the usage of our service, which can result in more revenue over time.
  • Inform customers about new or changed features
  • Take ownership and responsibility to solve issues with impact to the customer’s business
  • Host service review meetings and ensure that reported issues from customers, trends found by reporting, are being taken up by the different support & delivery teams within ClearFacts
  • Closely work with Product Marketing to jointly create the best support material for our customers (presentations, videos, FAQs,…)
  • Create awareness around ClearFacts roadmap and projects at the customer, and the customer roadmap and projects at ClearFacts
  • Listen to customers & understand their concerns in order to provide feedback and improvement suggestions to the Product team
  • Ensure effective communication to management and colleagues

 

Your profile

The ideal candidate for this role has the following characteristics:

  • You’re a true coach. You can clearly explain how an application works, empathy is your middle name, and you’re patient when necessary.
  • You understand technology and easily find your way in new applications, tools,…
  • You understand the accounting industry and the challenges/opportunities accountants are facing.
  • Obviously, hands-on ClearFacts experience would be a major plus!
  • You love a challenge and a constantly changing environment.
  • You’re a pro. Your time management, project co-ordination, communication skills & administrative skills are undisputable.
  • Your Dutch is flawless, both spoken & written. English & French skills are considered a plus.
  • You’re innovative in respect of service quality and ways in which it can be improved within the boundaries of the organization’s limits (resource, budgetary, legal, etc.)
  • Bachelor or master’s degree (preferably in accountancy or a business domain)
  • Preferably at least 2 years of experience in a similar function

 

Why us ?

 

  • You will work for one of the units of the Isabel Group, the first & leading Fintech of Belgium (°1995). We are experts and know our stuff and we can rely on an eco-system of strategic partners to work with…
  • …and we look ahead and think about our customers’ future needs when developing new features and solutions
  • You will receive a competitive salary package accompanied by fringe benefits and a company car
  • You will receive 30 days of holidays and the possibility to work from home
  • Our offices are located just across the Antwerp-Berchem station. Other offices of the group ar also located near public transport facilities (Brussels-Central and Leuven)
  • All work and no play makes Jack a dull boy. We combine hard work with game nights, a monthly drink, weekly fruit baskets, and much (much) more.