Position Summary: The Client Success Associate- Fund Accounting (CSA-FA) position will work closely with Client Success Managers (CSMs) to solve problems, manage accounts, and proactively keep in touch with Foundant clients. The CSA-FA will be responsible for assisting in the successful implementation of all fund accounting related functionality within our clients CommunitySuite Implementation; as well as providing ongoing support to CSM-FAs and clients on a regular basis.
Assist in developing client relationships that foster trust and loyalty
Gain and maintain expert knowledge of the CommunitySuite product
Assist and support named CSMs in order to help them execute large accounts and workloads
Train clients on how to use and implement the CommunitySuite product
Provide exceptional client support and consultation via phone, email and in person
Build and maintain ongoing knowledge of clients to understand overall satisfaction levels related to software usage, software functionality and value they receive from Foundant.
Proactively assist in the renewal process by ensuring client mood, renewal status, notes and action items are recorded, up to date and represented accurately in our Customer Relationship Management (CRM) system, Salesforce
Work with CSMs to develop and execute action plans to improve client satisfaction levels and optimize their experience with Foundant
Maintain overall data quality within our key systems
Assist in developing training and support materials to make the process easier for clients and Foundant
Identify and create client upsell opportunities and collaborate with sales and CSM team to execute
Adhere to all Foundant Security, Confidentiality and Privacy policies and procedures at all time
Undergraduate Finance or Accounting degree preferred.
Knowledge of Generally Accepted Accounting Principles (GAAP)
Knowledge of General Business Accounting, Fund Accounting preferred
Excellent analytical skills.
Relevant client engagement experience in post-sales support, training, project management or account management functions in an online setting preferred.
Keen attention to detail for accuracy to deliver on internal and external customer requirements with a time sensitive approach.
Exceptional customer satisfaction driven approach.
Strong technical aptitude and ability to learn software programs.
Patience, empathy, and integrity approaching each situation with a fresh outlook and the clients success in mind.
Excellent time management skills to handle multiple, concurrent tasks and deadlines.
Excellent written and verbal communications skills.
Motivated, enthusiastic self-starter, who is able to complete tasks with minimal supervision.
A team player.
Ability to engage and interact with internal teams to assist in resolving client issues.
Willingness and enthusiasm to learn and contribute.
Proficient in Google Drive and/or Microsoft Office Suite, specifically PowerPoint and Excel.
Familiarity with distance learning tools such as Zoom, WalkMe or other LMS type software preferred.
Familiarity with Customer Relationship Management (CRM) software, especially Salesforce preferred.
Founded in 2007, Foundant Technologies focuses on improving the funding processes by providing web-based (SaaS) solutions to grantmakers, community foundations and nonprofits. Our company has been ranked on the 2014 through 2019, Outside Magazines list of the 100 Best Places to Work. Building and delivering a great experience to our customers is a top priority at Foundant which means that hiring customer focused team members is critical to our companys and our customers success. Read some of our case studies and testimonials on our resources page and our Grantseekers page and youll know what being part of the Foundant team means!
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