Customer Success Manager - Compliance/Tax Technology

Job Description

Our client is the leading supplier of tax and regulatory reporting software and services to large corporates and accountancy firms in the UK and Ireland. Driven by organic expansion, new product releases and regulatory change, the business is experiencing significant growth. The organisation is a private equity backed business of c.125 people.

The role

This is a fantastic opportunity for a Customer Success Manager to join a market-leading business at the forefront of technology. Our client is embarking on a migration of customers from a legacy solution to a new, integrated cloud solution, and this role is pivotal in both the execution of this migration project and developing long-term strategic relationships with customers.

The Customer Success Manager is responsible for managing the migration and ongoing relationships with customers. There will be a strong requirement to work effectively with Product Management and Product Delivery teams to understand the full scope of the cloud product through the various stages of delivery.

This customer-facing role requires an experience of working with Finance, IT and Data teams within the tax industry to articulate the value of moving to the cloud which will ensure we understand and align on each customer's plan of migration.

Key activities

• Working with Product Management and Product Delivery to understand the capabilities of the

software through the stages of delivery.

• Working alongside our IT, Security, Legal & Account Management teams in a customer-facing

capacity to ensure any barriers to migration are resolved.

• Responsible for all Client stakeholder and relationship management with respect to delivering

and managing meetings, plus holding individuals accountable against agreed KPIs.

• Using expertise to support a customer's readiness, planning their outcomes, understanding

impediments, and fostering collaboration.

• Transitioning each customer to the Customer Migration team
• Responsible for maintaining service continuity through the migration programme and delivering

periodic updates to the clients' migration working group.

• Deliver customer training on the product suite to aid the customer experience and retention.

Key Skills & Attributes

• Strong problem solving and presentation skills.
• Excellent stakeholder management & collaboration skills.
• Client experience and customer service excellence is key to the ethos
• Previous experience of customer workshops, idea boards and process building.
• Proven ability to manage multiple projects / deliveries simultaneously.
• Working in a SaaS environment.
• Delivering customer training, presentations and demonstrations.
• Understanding of Direct and/or Indirect Tax is desirable.
• Thorough understanding of the complexities and compliance cycle of the corporate tax industry.

Technical Knowledge

• A post graduate professional qualification within the Tax or Accountancy field (e.g., ACCA, ATT, CTA) is desirable but not essential.