Customer Project Specialist II (Hybrid Schedule)

Description Summary:

Customer Project Specialist II is responsible for supporting new customer on-boarding projects and existing customer projects. Also, complete projects for customers who need assistance with general accounting functions and reporting, M3 Accounting systems maintenance, and troubleshooting financial data discrepancies. Works with customers and internal teams to establish and execute an achievable implementation/project schedule. Develop, setup, and maintain all processes and import files required to timely and accurately on-board customers and complete projects.            

 Essential Duties:

The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.

• Work with customers, Sales, Onboarding, CSM and data integration Teams to evaluate onboarding needs and establish implementation/project timing, working with minimal supervision.
• Respond to project requests by discussing customer needs, defining solutions, estimating costs and timelines, and issuing project quotes, including participating in discovery calls to establish the implementation plan and go-live dates.
• Maintain positive working relationships with customers through emails, phone calls, and other communication channels, providing a higher level of independent customer support.
• Use strong interpersonal and communication skills to address customer requests, ensuring efficient and high-quality resolutions.
• Work individually or as part of a team to complete various project tasks, including new customer onboarding, implementation, financial review, accounts payable aging, bank reconciliation, and custom project scopes, with the ability to handle all project types independently.
• Create and Manage customer projects using tracking tools and other platforms with minimal oversight.
• Maintain individual and team capacity to meet project demands and expectations set by management.
• Work under less supervision from the leadership of the Onboarding team, demonstrating problem-solving, self-direction, attention to detail, and case closure to the customer's satisfaction.
• Maintain the completion schedule for all customer implementation tasks, ensuring accuracy and timeliness.
• Assist in training and guiding new employees on processes and project execution, sharing expertise and helping them become proficient.
• Submit project work details to the billing team to ensure customers are billed accurately for completed project tasks.
• Update tracking information to support KPI reporting and audits, ensuring accurate tracking and reporting of key metrics.
• Assist customer’s designated point of contact as requested, including supporting customer communication and helping with database setup for training classes.
• Create and maintain documentation, such as manuals, handouts, enhancement documentation, and automated training videos for both customers and internal personnel.
• Participate in training activities to further enhance product knowledge and take on a more active role in training new employees.
• Work extensively with Excel to support importing customer data (e.g., trial balances, vendors, aging, budgets, forecasts, COA, etc.), demonstrating a high level of proficiency and independence in handling data.
• Share customer feedback with the Implementation Lead regarding new products and product changes, contributing insights into product improvement.
• Deliver timely and quality resolutions by interpreting customer problems, researching available resources, and applying solutions based on established guidelines and procedures.
• Achieve and maintain performance standards, independently meeting deadlines, producing high-quality work, and ensuring customer satisfaction.
• Continuously improve skills by participating in continuing education, seminars, or workshops and contribute to the growth of the team by assisting with new employee training.
• Perform other duties as assigned, taking on a more autonomous role while continuing to develop and assist in training and team support. 

Education/Training/Experience:

• 3-5 years of experience in a related position is highly preferred and a minimum of 2 years of experience in bookkeeping/accounting-related field is required.
• Bachelor’s degree in accounting or finance is highly preferred, or an equivalent combination of education and experience.
• Strong competence for customer service in the professional services industry required.
• Knowledge of accounting principles.
• Hospitality experience is preferred.
• Must be highly skilled in Excel Spreadsheets and formulas.
• Excellent verbal and written skills.
• Must be able to multi-task, establish priorities and organize efficiently.
• Any of the above may be substituted with additional education or additional experience.
• Must have strong written and verbal skills in English.
• Must have knowledge of a variety of computer software applications in word processing, spreadsheets, database and presentation software (MSWord, Excel, Access, PowerPoint)

Physical Requirements:

• Ability to sit and/or stand for extended periods.
• Ability to perform work on a computer for extended periods.
• Ability to travel representing the company’s interests required.
• Ability to attend work and meetings with excellent attendance and punctuality.
• Ability to bend and lift up to 25 lbs.