Global Accounting Relationship Manager, Client Services
The Global Accounting Relationship Manager, Client Services is a client-facing expert who drives issue resolution and client satisfaction for US clients in the Corporate Sector. This scope of this role includes supporting 600-700 US headquartered companies who are expanding overseas and need support assistance in the area of Accounting and Payments. This position will be part of a small 2-3 person operational support team responsible for resolving Accounting and Payments service issues. With a strong sense of ownership, this person will have the energy, passion and drive to support client relationships and capitalize on opportunities in a fast-paced environment. To that end, they will be responsible for:-
· Building and shaping the structure of the team, the processes and procedures and the productivity metrics; owning the service function
· Assisting in creating an effective interactive international network of company and affiliate contacts who support the Accounting and Payments function
· Providing supervision, coaching, guidance and support to ORMs or other direct reports on the team, where applicable and appropriate
· Becoming a global subject matter expert (SME) in Accounting and Payments by developing the technical knowledge and expertise to speak confidently and with conviction, about services offered to clients in key countries
· Acting as the first point of contact for the escalation of Accounting and Payments related service issues from clients and Client Relationship Directors
· Improving client service and satisfaction by identifying, addressing and resolving global client Accounting and Payments related issues in a timely manner. This will require extensive partnering with Client Relationship Directors, the shared services centres in Mumbai and Indore, India and other offices.
· Providing key input into the development of a strong operational delivery network for our key markets. This includes owning Accounting and Payments services, including issue identification, escalation, resolution, reporting and key metrics
· Driving client satisfaction, client retention and client success as measured by NPS and retention rates
· Identifying and recommending sound process or policy improvements across the globe; including, but not limited to: pricing, contract terms, systems applications, credits
· Assisting with client outreach related to Accounting and Payments services through Advisory campaigns, notices on new country requirements and/or emerging regulations
· Presenting and showcasing the Voice of the Customer (VoC) and the Voice of the Employee (VoE) to senior management
· Partnering closely with the Commercial team (Management, New Sales, CRDs, Partner Program) to generate business; this includes participating in prospect calls to showcase Accounting and Payments services
· Pro-actively contributing to webinars, blogs or other material in conjunction with the Marketing team · Collaboration and teamwork
· Technical knowledge and expertise
· Financial/ commercial acumen
· Problem solving
· Communication and influence
· Project management
Core Competencies:
· Strong commitment to clients
· Keen awareness of self and others
· Resilient and flexible
· Actively collaborates, seeks and accepts diverse perspectives
· Capacity to embrace complexity, change and transition
· Minimum of 6 years of relevant experience, preferably in a client-facing role
· Accounting and Payments experience is desired
· Experience in a multi-national organization
· Experience with multi-service line project, P&L and program management · BS degree in Accounting or related business area.
· Certified Public Accountant or Chartered Accountant desired, but not required
BS Degree in Accounting or related Business area