Account Manager - APAC at Fathom

Full-Time, Brisbane, AU brisbane full-time
Description
Posted a month ago

Account Manager - APAC

Fathom

Fathom is a rapidly growing global fintech company, transforming how businesses and their professional advisors make better decisions through our powerfully simple business management platform.

The Fathom platform seamlessly integrates with the world’s leading financial accounting cloud software providers including Xero, Intuit and MYOB, helping tens of thousands of businesses and organisations around the world gain the deep insights they need to power their decisions and transform the way they see and use their financial and non-financial data.

And we’re not stopping there!

The role

We’re looking for an Account Manager to join our diverse and rapidly expanding team as we move to our state of the art purpose built Head Office here in Brisbane, Australia, and continue our growth across the globe off the back of our new financial forecasting product release.

Your role will involve:

Working as part of the Global Customer Success team and being a key point of contact across our business advisory & accountant channel here in Australia and New Zealand and AsiaPac to:

  • Be our customers’ co-pilot, proactively engaging with them and providing education and excellent customer service so they get the most out of Fathom and understand it’s extraordinary capabilities;
  • Reflect Fathom’s commitment to customer excellence by going above and beyond.

What to expect from the role

Our customers are a varied and diverse mix of accounting firms, SMEs and franchise groups, and you’ll be communicating with business advisors, particularly accountants regularly. You’ll oversee them throughout their customer journey, making sure they get the most out of Fathom by:

  • understanding their needs and providing guidance;
  • helping them to grow as an account by supporting them with training, implementation and sharing best practices; and
  • providing high quality support and problem resolution to maintain high retention rates.

You’ll gain a deep understanding of the Fathom product and knowledge of its practical applications to answer queries from your accounts as well as the wider, global customer base. You’ll also collaborate with our international teams on exciting new projects and initiatives.

Your key responsibilities will include:

  • Taking responsibility for a portfolio of customers, guiding them throughout their journey with Fathom from onboarding to expansion, and fostering and maintaining strong relationships with them through various forms of communication (email, Zoom calls, telephone, in-person meetings, event attendances etc);
  • Being a product expert and providing training and support to customers, aligning to their short, medium and long term needs and goals and helping them develop an implementation strategy to scale effectively whilst maintaining relationships for ongoing success and growth;
  • Understanding any challenges our customers have in terms of using the product or barriers to growth, taking appropriate action including resolving queries and advocating for product development through the appropriate channels;
  • Coordinating with our marketing, sales and support teams to ensure a smooth customer journey;
  • Presenting webinars and other demonstrations of the product.

Qualifications and experience

You have:

  • experience in accounting/finance and/or are able to interpret basic financial reports (an accounting qualification is preferable, but not necessary);
  • great communications skills;
  • the ability to identify and actualize opportunities for customer growth;
  • a desire to talk with customers and foster long-term relationships with them;
  • familiarity with cloud-based technologies, and their practical benefits;
  • ideally a background working in customer success or as an account executive or account manager (and bonus points if you have SaaS experience).

Key skills and characteristics required will be:

  • Financial literacy, with an understanding of basic financial reports;
  • Attentive and confident communication with customers and being committed to high quality service and personalized customer experience;
  • Problem solving capabilities including the identification and anticipation of user needs in sometimes ambiguous situations;
  • Able to organise and prioritise a varied workload and competing needs/priorities;
  • Comfortable being part of a dynamic team which is growing and evolving, and collaborating across functions;
  • Self-starter who takes initiative to learn about all aspects of the product, customers, and industry;
  • Interested to learn about the accounting and accounting-technology industries.

Other requirements

Must be eligible to work in Australia.

Location

This role is a full-time hybrid position based in our Brisbane, Queensland office, with flexible working arrangements.