The Customer Success Engineer – Finance is responsible for ensuring successful implementation, adoption, and continuous optimization of the company's financial software solutions. The role bridges the gap between finance and technology by providing implementation support, user training, financial process advisory, system configuration, troubleshooting, and ongoing customer relationship management. The ideal candidate combines strong accounting knowledge with excellent customer engagement skills to ensure clients maximize the value of the organization's solutions.
Key Responsibilities
Customer Onboarding & Implementation
- Lead the implementation of finance and ERP modules for new clients.
- Gather customer business requirements and map them to system functionality.
- Configure finance modules including General Ledger, Accounts Payable, Accounts Receivable, Budgeting, Fixed Assets, Cash Management, Procurement, and Financial Reporting.
- Support data migration, validation, and user acceptance testing (UAT).
- Develop implementation plans and monitor project milestones.
Customer Success & Relationship Management
- Serve as the primary finance advisor for assigned customer accounts.
- Build and maintain strong client relationships to ensure high customer satisfaction and retention.
- Conduct regular customer health checks and identify opportunities for system optimization.
- Monitor customer adoption and recommend best practices to improve utilization.
- Handle customer escalations professionally and ensure timely resolution.
Product Support
- Investigate and resolve functional finance-related issues.
- Work closely with software developers to resolve complex product issues.
- Document recurring issues and recommend product improvements.
- Ensure customer support tickets are resolved within agreed Service Level Agreements (SLAs).
Training & Advisory
- Conduct user training sessions for finance teams and management.
- Develop user manuals, training materials, and knowledge articles.
- Advise customers on accounting best practices and financial process improvements.
- Guide customers on statutory compliance within supported finance modules.
Business Process Improvement
- Analyze customer financial workflows and recommend process improvements.
- Assist clients in automating finance operations using available system functionality.
- Participate in product enhancement discussions by providing customer feedback.
Documentation & Reporting
- Prepare implementation reports and customer success updates.
- Maintain accurate customer documentation and project records.
- Track customer satisfaction metrics and report key success indicators.
- Maintain knowledge base articles and implementation documentation.
Collaboration
- Work closely with Engineering, Product, Sales, and Project Management teams.
- Support pre-sales demonstrations where finance expertise is required.
- Participate in product testing before new releases.
Qualifications & Requirements
- Bachelor's Degree in Accounting, Finance, Commerce, Business Information Technology, Economics, or a related field.
- CPA Finalist (Mandatory).
- Membership with ICPAK will be an added advantage.
- Minimum 3 years' experience in Finance, ERP implementation, Customer Success, Business Analysis, or Financial Systems Support.
- Experience implementing or supporting ERP/Financial Management Systems.
- Experience working with accounting software is highly desirable.
- Strong understanding of finance or accounting processes, especially in ERP or MIS contexts.
- Relevant experience in customer-facing technical roles within software, fintech, or enterprise solutions is beneficial.
- Technical competencies: Strong understanding of Financial Accounting, Management Accounting, Budgeting, Financial Reporting, Accounts Payable, Accounts Receivable, General Ledger, Fixed Assets, Procurement, Cash Management, Bank Reconciliation, and Taxation principles.
- Understanding of ERP implementation methodologies and software implementation life cycle.
- Knowledge of SQL is an added advantage.
