Job Details

About Us:

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy,and compliance. Learn more at insightsoftware.com.

Job Description:

The Solution Success Manager has a strong understanding of our solution/product and can work closely and collaboratively with customers and internal constituencies to drive successful adoption and retention of our software. They are expected to be the trusted specialist on that solution and become a trusted advisor on the best usage in a customer's environment.

You will proactively engage with the CSM team to ensure our customers realize value from our products and solutions, leading to both revenue retention and new revenue opportunities. You will also liaise between our customers and cross-functional internal teams, ensuring the timely and successful delivery of our solutions according to customer needs and improving the entire customer experience. These products/solutions will include established products for which we know and understand the best practices that drive usage and adoption but will also include early release products, for which we do not yet know the best practices in the field. You will work with the Product team during product design and development so that you are prepared to drive its usage during early adopter programs, through GA and then through widespread usage and help define the best practices and uses that others will depend on as the product rolls out.

• Our ideal candidate identifies needs, communicates effectively, and exceeds client expectations.
• Build trusted product specialist relationships with assigned customers, advocating with their CSM and internal partners as needed
• Drive product adoption and usage to retain and grow revenue
• Craft adoption strategies for product retention and work with CSMs to ensure retention and renewal execution
• Create and deliver customer experience reviews and adoption reports to provide feedback to Product and CS teams
• Forecast and track key product metrics (e.g. quarterly retention, growth results, annual forecasts) and communicate progress to stakeholders
• Manage customer relationships and escalations, including high severity requests, focusing on solving business problems and creating value through our solutions
• Drive seamless customer experience by working cross-functionally with CS, Product, Support, and Professional Services teams to ensure quick adoption and value realization
• Lead special projects to enhance Solution Success goals and processes
• Participate in cross-functional product line reviews
• Leverage telemetry data, Support history, and client interactions to drive higher adoption, faster time-to-value, and increased feature utilization
• Act as product adoption specialist within the CS organization
• Other duties as assigned

What will you do?

To perform the job successfully, an individual should demonstrate the following competencies:

• Enthusiastic about making our products and clients successful
• Work Ethic - operate in a fast-paced environment with a focus on achieving results
• Engaging Presence - quickly establish rapport and build relationships with customers, internal organizations and partners and communicate successfully with all parties
• Teamwork - work cross-functionally to achieve team and individual goals
• Communication - communicate effectively with customers and internal cross-functional partners, creating promoters at every touch point
• Willingness to lead conversations internally and externally to drive toward outcomes

Qualifications

Successful candidates will demonstrate:

• Bachelor's Degree, preferably in business or related field
• Salesforce experience
• Strong experience as CSM, Consultant or pre-sales Solutions Engineer
• Experience improving customer experience and driving increased product retention and growth
• Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive
• High level of agility and ability to manage change
• Ability to travel up to 20%
• Ability to work proactively and constructively in a fast-paced, collaborative, matrixed team environment

Preferred qualifications:

• Working knowledge of Account reconciliation and general accounting principles
• Experience with escalation management and resolution
• Familiarity with account reconciliation software (FloQast, Blackline, etc.)
• Familiarity with ERP systems (Oracle, NetSuite, SAP S/4HANA, etc.)
• Ability to occasionally work flexibly across multiple time zones (North America, EMEA, APAC)

Non-technical skills

• Organized and self-motivated, willing to learn
• Knowledge of financial services, banking or accounting concepts is a plus
• Strong written and verbal communication skills with the ability to present technical information and negotiate trade-offs with a variety of global audiences
• Readiness to contribute to discussions and steer the team to continuously improve, both technically (how the code is designed, or how the product is architected) and process-wise (how we interact as a team)

Additional information

Non-technical skills

• Organized and self-motivated, willing to learn
• Knowledge of financial services, banking or accounting concepts is a plus
• Strong written and verbal communication skills with the ability to present technical information and negotiate trade-offs with a variety of global audiences
• Readiness to contribute to discussions and steer the team to continuously improve, both technically (how the code is designed, or how the product is architected) and process-wise (how we interact as a team)

What we offer

• Opportunity to work with cutting-edge agentic AI technology
• Impact on transforming how finance teams work globally
• Collaborative culture within insightsoftware's established organization
• Professional development and career growth opportunities

The salary range in United States of America for this position is 65,000.00 to 81,000.00 USD Annual.

Your specific offer within this range will be determined by your skills, experience, and qualifications. For non-sales roles, you may be eligible for a bonus. For sales roles, this range includes a commission target.

We are committed to pay transparency and fair compensation practices. If you have questions about our compensation approach, please don't hesitate to ask during the interview process.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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Background checks are required for employment with insightsoftware, where permitted by country, state/province.

At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.