Ivy Customer Success Expert - (Quickbooks)

Created on 13-12-2018

Location Irvine, CA, US

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Description

We’re a Family

At Houzz, we strive to create and foster a strong family environment in our workplace. We collaborate to accomplish our goals, always working as a team. We aim to build a culture of inclusion — celebrating and leveraging our differences for the betterment of one another, our products and our community.

Houzz team members come from many backgrounds and bring diverse experiences to the company. We take pride in making each person feel at home.

We Build the Future

Join Houzz in revolutionizing the home remodeling and design industry and have an impact on the more than 40 million homeowners who use our platform every month and the 2.1 million-plus home professionals around the world who are active on the site. Houzz has been named one of the most innovative companies in the world by CNBC and others, and is backed by top venture capitalists. At Houzz, you can help drive the future of an industry worth $1.2 trillion in the U.S. and Europe alone.

Our Ivy Customer Success Experts Make Things Happen

Houzz has acquired Ivy, a startup that has built a business management tool and engaged community for interior designers and other home design companies. Ivy’s platform enables interior designers to run their entire business - sourcing products, creating estimates, sending invoices, time billing, vendor purchases, and more. Cofounders Alex Schinasi and Lee Rotenberg launched Ivy in July 2016 with the mission to modernize the way interior design firms run their business-- a mission that aligns with our own. Since day one, Houzz has been focused on providing the best experience for home renovation and design.

The addition of Ivy’s platform enables Houzz to provide home professionals with tools that will help them run their businesses more efficiently, effectively and profitably. We’re excited to bring the power of Ivy’s software and community to more professionals on Houzz.

We are looking for a Client Success Expert to join our growing Ivy team. Ivy enables designers to handle all of their accounting needs via a robust integration with Quickbooks Online. This Client Success Expert role is focused on helping users properly integrate Ivy with Quickbooks Online, and assisting with any questions pertaining to the integration. The position is dynamic and engaging with a strong emphasis on phone calls and support e-mails with our user base throughout their lifecycle on Ivy. You have an opportunity to build relationships with our designer community, and help users run more efficient businesses.

The ideal candidate has a pleasant, business oriented personality, is a hard worker and very tech savvy. This role requires extensive knowledge of and experience with Quickbooks Online, as well as extensive knowledge of Generally Accepted Accounting Principles (GAAP) and general bookkeeping practices. You must be relationship oriented and put a high value on customer service. You thrive in a fun and competitive, yet team oriented environment.

What You’ll Do

Spend your time interacting with Ivy users by email, chat and phone

Optimize our internal and external Quickbooks documentation.

Provide functional accounting, troubleshooting, product feature explanation and assist with enhanced product features or changes

Technical mentoring: teaches and provides technical support to customers, accountants, as well as Client Success Managers

At a Minimum, We’d Like You to Have...

2-3 years technical support experience with an emphasis on providing excellent service in a customer care role in banking, financial, or accounting role is highly desired

3+ years experience with QuickBooks Online

5+ years experience as a bookkeeper or accountant working with General Ledger, financial reporting and basic accounting functions

Bachelor's degree is preferred with an accounting background

Strong computer skills and ability to learn company products, techniques and processes quickly in a training environment and have the ability to transfer learning to work environment

Feel comfortable with technical concepts, have great analytical skills, and can explain how Ivy works to a range of audiences.

Ability to manage multiple priorities within a high volume and fast paced environment and handle shifting priorities on a daily basis

Excellent problem-solving and analytical skills, ability to determine from a complex set of variables how to resolve issues

Excellent verbal, written communication skills and effective listening skills, and inspire confidence while leading customers through the steps to resolve issues via phone and email

Genuine passion for customers that results in a laser-focus on their experience and a real hunger to drive customer success throughout the product life cycle

Enjoy the puzzle of solving open-ended problems

Product-centered curiosity. We want a teammate that is determined to constantly improve Ivy and loves working with the Product and Engineering team.

Strong attention to detail and highly organized.

Will empathize with users and quickly grasp the issues they’re facing.

Love constantly learning about a changing technical product, even when it’s a little out of your depth.

Ability to work in a fast paced environment with minimal supervision

Critical thinking, problem solving, and determination

Ideally, You’ll Also Have...

Software, computer, and/or technical experience

Benefits & Perks

Excellent benefits package (Start day 1)

PTO