Customer Success Manager - Finance and Accounting Services

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

The Customer Success Manager - Finance and Account Services works to ensure customers achieve their desired outcome with OSV services. As trusted advisors, they lead customers through defined success criteria, ensuring they receive maximum value from our services. Customer Success Managers focus on driving adoption, increasing services and solution value, and managing retention and growth.

The Customer Success Manager partners with internal teams to drive a deeper understanding of the customer throughout the organization, leading to improved services and expansion opportunities. The CSM manages a portfolio of accounts. For each account, the CSM focuses on building relationships, retaining the business, contract compliance and growing the account, where appropriate.

A passion for customer-centricity is a requirement for the CSM role.

Responsibilities:

• Handling overall responsibility for managing the customer relationship for FAS services.
• Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with FAS products and services.
• Acting as a liaison between the customer and FAS service delivery. The focus is ensuring service adoption, meeting contractual volume commitments, customer satisfaction, issue resolution and capturing feedback.  
• Develop success plans for FAS customers that outline their critical success factors, metrics and measures for success, potential issues, and provide recommendations.
• Prioritizing and driving resolution on escalated customer challenges.
• Promoting opportunities for two-way communication.
• Driving and monitoring the customer’s adoption of OSV services and solutions, including compliance with annual contractual volumes for FAS services.
• Leveraging customer relationships as needed for FAS prospect references.
• Support service delivery through keeping customers informed of process and procedural changes.
• Demonstrate competency in the Workday product suite, especially Financials.
• Work with the client project manager and executive team to identify/resolve all issues that could impact customer satisfaction.
• Completing contract renewals on time and accurately.

Required Skills / Experience:

• 5+ years of experience in finance, accounting, and/or accounts payable/receivable functions or services.
• 3+ years in a customer-facing role (consulting, account management, relationship management) that includes problem solving at both the business owner and executive levels.
• Proven ability to collaborate and build strong relationships with customers, especially at the executive level (VP of Finance, CFO, Controller)
• Excellent verbal and written communication skills, including the ability to chair meetings with customer executives.
• Bachelor’s degree required or equivalent experience.
• Excellent organization, time management, and communication skills.
• Service industry experience a plus.
• Passion for targeted customer focus.
• Travel required

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.