Client Success Manager

Client Success Manager

Oakville,
Canada

Company Overview:

M7 Group is a dynamic and growing accounting and tax firm operating across North America, offering comprehensive financial services, including bookkeeping, tax filings, financial consulting, and ERP implementation. Our mission is to empower businesses to take control of their finances and achieve sustainable growth through expert accounting solutions.

As we continue to grow, we are looking for a talented Client Success Manager to join our team and ensure that our clients receive exceptional service, especially during onboarding and throughout their relationship with M7 Group.

Job Overview:

As a Client Success Manager at M7 Group, you will play a crucial role in ensuring a smooth onboarding process for new clients and providing ongoing support. You will act as the main point of contact for clients, helping them integrate with our accounting systems, and ensuring their needs are met to foster long-term partnerships.

You'll collaborate closely with our accounting, sales, and support teams to ensure that client satisfaction and service quality remain at the highest level. 

Key Responsibilities

Client Onboarding

• Manage the client onboarding process, ensuring all necessary business and personal documentation is collected and stored securely in our ERP system.
• Oversee the setup of accounting software for new clients (Odoo, QuickBooks) and ensure bank accounts are connected and remain linked.
• Educate clients on how to use accounting software and best practices, ensuring a smooth transition into our services.
• Follow up with clients to complete the onboarding process within the expected timeline (1 to 2 weeks).

Client Relationship Management

• Act as the main point of contact for client inquiries, providing timely and proactive communication.
• Assist clients in navigating additional services M7 Group offers, ensuring that clients are aware of how we can meet their growing needs.
• Provide ongoing support for client issues related to accounting software, billing, and general inquiries.
• Monitor client satisfaction, collect feedback, and work with internal teams to implement improvements.

Support and Troubleshooting

• Handle incoming support requests from clients and ensure issues are resolved or escalated to the appropriate team member.
• Collaborate with internal teams to solve client problems effectively and in a timely manner.

Account Management

• Develop and maintain strong relationships with clients, ensuring long-term partnerships and high retention rates.
  
• Conduct regular check-ins with clients to review their needs and ensure the firm is delivering value.
• Identify upselling and cross-selling opportunities to expand services offered to clients.
  

Requirements

EXPERIENCE:

• 3+ years of experience in client success, account management, or customer service (experience within the accounting or financial services industry is a plus).
• Experience with accounting software like Odoo, QuickBooks, Dext, or similar platforms is highly desirable.

SKILLS:

• Excellent communication and interpersonal skills, with the ability to explain complex processes to clients clearly.
• Strong organizational skills, attention to detail, and the ability to manage multiple clients and deadlines simultaneously.
• Problem-solving skills, with the ability to work both independently and collaboratively with internal teams.
• Familiarity with client onboarding processes, document collection, and ERP systems.

EDUCATION:

• Bachelor's degree in Business, Accounting, Finance, or a related field (or equivalent work experience).
• Additional certifications in customer success, project management, or ERP systems would be an advantage.

TOOLS:

• Proficiency in Microsoft Outlook and ERP systems for client communication and project management.
  

BENEFITS:

• Competitive salary with performance-based bonuses.
• Paid vacation and statutory holidays.
• Opportunities for professional growth and development.
• Remote work.
• Collaborative and supportive work environment.​
  

HOW TO APPLY:

Please submit your resume and a brief cover letter detailing your relevant experience and why you'd be a great fit for the Client Success Manager role at M7 Group.

We look forward to hearing from you

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