Job Description
We are hiring for a Strategic Solutions Consultant who will be responsible for supporting Caseware’s North American Commercial organization with ensuring our largest strategic customers are successful in their evaluations and implementations of Caseware solutions.
In this role, you will strategize with customers on their goals evaluations and implementations, understand their ongoing needs, design and maintain project plans, address customers questions pulling in SMEs (as appropriate), and provide consultative support across all aspects of a customer’s evaluation and implementation process. You will also liaise with team members in sales, account management, training, support and product, as well as with our strategic partners, to help ensure key customer needs are addressed on a timely basis, and professionally.
❗This is a Full time, permanent position
📍 Location:
This is a remote position and is available to all applicants residing and eligible to work in Atlanta, Georgia, United States.
What you will be doing:
Partner with our Strategic Account Managers and Solution Consultants in helping our largest and most strategic prospects and customers evaluate and implement Caseware products. Strategize with customers on their evaluation & implementation journeys, identifying needs (e.g., communications, change management, training, champion and support strategy etc.,) and working with them to develop project plans to ensure key requirements are addressed. Support customer evaluations and implementations, providing information on tools, processes and resources to customers, and helping to ensure timelines and tasks remain on track. Capture, and where appropriate respond to, customer and prospect feedback relating to product and sales experience to support continued innovation. Work closely with CPA.com, Caseware’s strategic partner in the US market to ensure professional services are able to planned and delivered appropriately. Arrange meetings, track requests, deliverables and follow ups. Coordinate internally to escalate customer issues not handled through existing support channels. Creating & maintaining toolkits and resources to support customer evaluations and implementations, working with other Caseware teams as relevant. Design and implementation of processes and systems to support the delivery of consistent, scalable services. Assist in the development and execution of improvement plans internally that are scalable to support future growth. Attendance at Conferences and Events, maintaining relationships with customers and staying up to date with industry standards and trends. What you will bring:
At least 5 years’ experience in customer facing role (e.g., customer success, account management, implementation, product or project management) or in a SAAS company serving the Accounting Profession OR At least 4 years’ experience working in an Audit/Accounting/Professional Services Firm performing External Audit or Assurance engagements. Excellent written and oral communication and presentation skills. Effective communicator with ability to understand and interpret stakeholder needs. Strong organization skills with experience tracking and managing multiple deliverables and tasks. A resourceful self-starter who thrives in a fast-paced environment where initiative and problem-solving skills are required. Have a sound understanding of technology within the audit and accountancy sector, or an enthusiasm to learn. Preferred: CPA or equivalent with 5+ years External Audit experience. Experience leading audit and/or technology adoption, training, methodology, or other innovation efforts in an accounting firm. Have direct experience utilizing Caseware to perform engagements. Bachelor's degree in accounting, finance, or related field. Experience and/or qualifications in project, product or program management. Deep understanding of accounting, financial processes and technologies Experience with CRM systems and tools for sales and lead management Product, Product Marketing, Sales experience or experience working closely with those functional teams Experience using Microsoft Office Suite and CRM software (E.g., Salesforce) Experience documenting internal processes and identifying/implementing efficiency or quality improvements. Experience with product design or software development.
