About the company
Burklandās core purpose is to Accelerate Dreams. So often, turning dreams into reality helps change the world. We thrive at the forefront of this transformation. Startups desire our professionals ā they are the best in the business. Startups seek our content ā we are an industry thought leader. Startups trust our expertise so that founders can focus on their companies, products, and value-add. As a part of our demonstrated value, our clients raised over $3B just last year. At Burkland, we lead with our Core Purpose. We do this for both our clients and our employees. We believe that leaning on our Core Values (Fresh Perspectives, Exponential Value, Empathy, Trusted Partner) will lead to happy clients and happy employees. We are a remote-first company with over 180 incredible team members, more than 750 clients, and a commitment to Accelerating Dreams.
Job Summary
Your Typical, Atypical, Day:
šLead onboarding for Accounting Starter Package (ASP) clients. Own the ASP onboarding journey, ensuring clients are set up with appropriate systems, and communications. šAct as the primary Customer Success Manager for clients enrolled in the ASP and select additional clients as assigned. šMonitor and manage client relationships to ensure success, with a focus on transitioning eligible clients to the Standard Accounting Model. šCollaborate with Division Leads of involved Client Service Teams, while maintaining a strategic role in client engagement, including monthly updates to each Division Lead on Customer Success Management (CSM) CSM efforts that involved their direct reports. šEvaluate and adapt CSM involvement as ASP clients graduate to BKA services. šMonitor and report to BKA Management and Leadership ASP client contracts, including accountability for flagging when a contract is up for renewal, graduation to full price service offerings, or is in need of any other price evaluation or service addition. šProactively check in with clients to anticipate needs, resolve issues, and collect feedback on service quality and impact. šContribute to the creation of the āCSM playbook,ā as well as documentation on CSM best practices and workflows to improve consistency across client experiences.
Requirements:
šProven experience in customer success management or relationship management, ideally within an accounting or financial services setting. šStrong organizational skills with the ability to manage multiple priorities and client relationships. šExceptional interpersonal and communication skills, with a focus on cultural sensitivity and collaboration. šWillingness to travel to Sri Lanka as required to work with our Sri Lankan staff (estimated 1-2x per year.)
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