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Manager - Customer Success at AICPA in Durham, North Carolina

Posted in Management 30+ days ago.

This job brought to you by eQuest

Type: Full-Time

Job Description:

About us

Combining the strengths of the American Institute of CPAs and the Chartered Institute of Management Accountants, we empower the world’s most highly-skilled accountants – CPAs and CGMA designation holders – with the knowledge, insight and foresight to meet today’s demands and tomorrow’s challenges.

We drive a dynamic accounting profession that works every day to build trust, create opportunity and grow prosperity worldwide.

Summary of Role


Work across the Association globally to advise, guide, and collaborate with employer decision makers, points of contact, learners, candidates and designation holders to drive the success of the CGMA Finance Leadership Program (CGMA FLP).  The incumbent will be responsible for supporting CGMA FLP sales efforts, ensuring the success of the professional learning program, and the progression of participants to CGMA designation status.  Responsible for acquisition of new accounts, retention of existing clients, decision-maker and learner satisfaction and progression, and development of client testimonials and references.

Accountabilities & Responsibilities

  • Work closely with the sales team to provide onboarding support for new employer customers, their staff participating in the CGMA Program, and B2B customers to ensure successful implementation of the finance learning program and ongoing business.

  • Use best practice and know-how to create an efficient, effective and impactful learning experience that will benefit the employer and participant.

  • Function as key conduit between the client and our internal teams, championing improvements in customer facing processes and ensuring risks are managed.

  • Serve as the customer success and implementation leader for the CGMA Program by providing guidance and expertise through best practices and consulting for all business clients after a B2B sale is completed

  • Lead the coordination of all implementation activities around the corporate learning solution involving all parties: client, partners, and Association.

    • Consult with the B2B client to nominate and select participants for the CGMA Program.

    • Lead information sessions, client demos and “kick-off” sessions for customers

    • Ensure smooth registration of participants and oversee B2B billing

    • Work with each client to develop an implementation plan and a roadmap for CGMA success

    • Pro-actively keep in touch with employer clients and monitor progression of participants – report back to employer and lead sales person for that client

    • Help facilitate employer progress meetings, assisting participants in sharing perspectives on learning and keeping accountability

    • Clearly define, articulate and report project risk items to clients in a way that is understood and so that risks are either remedied or accepted

    • Apply good knowledge of systems to analyze and make recommendations to develop integrated solutions to resolve business issues

  • Manage and monitor the success of the implementation and work with clients to guide them on how to measure return on investment

  • Support the B2B client in renewal of CGMA Program subscriptions and incentivize additional business

  • Provide clients with strategic input on implementation best practices

  • Develop and manage a community of referenceable B2B clients, share relevant research and keep them engaged about professional learning and the CGMA Program

  • Champion process improvements within the implementation team and CGMA Program overall

Supervisory Responsibilities

  • None

Knowledge, Skills & Abilities Required

  • Strong facilitation skills and the ability to influence and manage multi-faceted large client projects.

  • Strong interpersonal, verbal and written communication skills, including presentation, training and coaching skills for business partners and clients

  • Must exhibit a professional demeaner in dealing with various individuals at all levels of the organization and community

  • Prior experience working with C-level audiences

  • Excellent speaking and presentation skills

  • Experience in the finance and accounting domain a plus

  • Ability to manage client projects, applying project management skills and judgment 

  • Strong business acumen with a market focused approach to business and understanding of what drives market success

  • Strong problem-solving capabilities, including following consistent troubleshooting methodologies

  • Ability to understand how organizations can apply our product capabilities to improve their business and ability to demonstrate these capabilities to meet clients’ specific business needs.

  • Ability to work independently and as part of a team

  • Proficient in current office technology to successfully perform duties

  • Ability to work in a team environment with changing priorities

Required Experience, Qualifications & Education

  • Minimum of 4-6 years of work experience, in operational support administration, product/service implementation experience, or other relevant business experience

  • External customer facing experience essential

  • Bachelor’s degree in finance, business or a related field; additional related work experience beyond 2 years may be considered in lieu of educational requirement.

  • Experience applying technology to improve business processes including CRM, web service, single sign-on, mobile technologies and platforms.

Preferred Experience, Qualifications & Education

  • 6-8 years of related experience including previous formal Customer Success experience.

Why us?

At the Association, you are part of a global, diverse and talented group of colleagues. You have opportunities to innovate and collaborate in a leading organization that impacts individuals and businesses.

You’ll have opportunities to progress while enjoying an exciting work environment that supports and celebrates individual achievement, development and professional satisfaction.

Together, we will lead the most influential body of professional accountants and create the future of the global accounting profession.