Account Manager

About Translucent

Translucent is revolutionising the accounting landscape, addressing the financial challenges faced by multi-entity (ME) businesses. Helping them to re-establish a single system of record by connecting their different accounting systems into one unified data model. Enabling them to better access and manage financial information across their group.

We are pioneering change in the accounting-tech landscape by building a compound startup - our value to the user compounds with each additional app that we deliver. Allowing users to not just see all their data in one place, but manage all their different workflows in one place too.

Founded by seasoned entrepreneurs with a very successful track record of building in AccountingTech, and extensive experience with leading global firms, Translucent combines unmatched expertise with a vision for innovation. Our diverse team operates mainly remotely, bringing together talent from various locations and hubs around the world.

About the role

The role of an Account Manager carries responsibility for managing the relationship of a portfolio of paid subscribers: managing the onboarding and implementation of their Translucent product(s), building and maintaining strong relationships with each subscriber, and ensuring the successful renewal of each purchased app.

As a Product Led Growth (PLG) company creativity will be expected in your approach to deliver this, using software and, where possible, one-to-many techniques to help us deliver an excellent customer experience in a scalable manner.

What You'll Do

Aim 1: Manage Customer Relationships & Success

• Own the customer relationship.
• Foster strong relationships with clients during onboarding and beyond
• Ensure customers receive the correct support and updates on new features and Apps
• Collaborate with App Owners and Product Quality Operations team to provide an effective and continuous feedback loop between customer and product.
• Lead and coordinate the onboarding process for new clients
• Ensure a smooth and complete implementation for all purchased apps.
• Conduct in-depth product walkthroughs, training sessions, and technical support.
• Define, monitor, and report on key account performance metrics
• Work closely with App Owners to understand the needs of our customers, establish time-to-value metrics and identify the right levers for improving our CX.

Aim 2: Drive Weekly Revenue Growth

• Own the subscription renewal process
• Build lasting relationships that create Translucent customers for life
• Deliver consistent value and support through the customer journey, maintaining our excellent renewal rates
• Assist PLG team with increasing the average revenue per user (ARPU)
• Work consultatively with customers to identify Translucent products or services that address their evolving needs.

Aim 3: Be a Translucent Subject Matter Expert

• Support Account Executives (AE) with new business acquisition
• Provide technical assurance and support to AEs, increasing the conversion rate of trialists to paid customers
• Educate customers on product best practices and feature updates
• Use webinars, workshops, and any other methods you deem appropriate to educate and empower our customers on best practices, tips, and tricks for their apps.
• Shape the future of Translucent
• Use your in-depth product knowledge, accounting experience, and customer interactions to shape the development of future apps and improve existing workflows.

Minimum Requirements

• Experience working within a finance team - ideally at a ME business; and/or,
• Experience working in a fast-paced, agile, high-growth startup environment with a complex and technical product. Ideally both.
• Exceptional communication (in English) skills and an ability to work within a distributed team
• Strong project management and organisational skills.
• Data-driven mindset with the ability to analyse metrics and make recommendations.
• Technical accounting knowledge and an ability to explain complex concepts in simple terms.
• Comfort with SaaS platforms and a strong aptitude for learning new technologies.

Location and Benefits

• Location: South Africa - preferably Cape Town.
• Salary: up to R60,000 p.m. + option package.
• Holidays: 23 days p.a. + local public holidays + days between Christmas & New Year and Public Holidays).