With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com.

\n \n Job Description

We are seeking an energetic, client-focused Accounting Solutions Support Lead to join our SaaS organization, supporting 2-4 brands. This role blends technical accounting expertise, client engagement, and leadership, overseeing a support desk team of 2-5 direct reports. The Specialist will act as a trusted advisor to internal and external clients, diagnosing accounting challenges, offering tailored ERP and accounting solutions, and ensuring exceptional support.This role requires coaching and developing staff, maintaining a 2-hour SLA response time and a 48-hour resolution goal, tracking and analyzing cases for executive reporting. The Lead will document and develop operational procedures, create training content, and ensure tool compliance across desktop, web, and mobile platforms. Reporting directly to the Vice President of Customer Care Operations, this position requires a consultative approach to client engagement, problem-solving, and accounting software expertise.

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Job Responsibilities:

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Client Engagement & Consultation

\n\nBuild strong relationships by understanding client needs, diagnosing challenges, and offering tailored ERP and accounting solutions.\nConduct training sessions, workshops, and video tutorials to educate clients on software functionality and accounting best practices.\nFoster long-term partnerships through continuous client support and proactive engagement.\nCommunicate complex accounting concepts clearly to diverse audiences in both technical and non-technical terms.\nUtilize video conferencing tools effectively in a virtual environment and possible travel for client engagements and industry events.\n\n

Technical Expertise & Solution Delivery

\n\nAnalyze client needs and translate business challenges into technical specifications for software solutions.\nProvide technical guidance and support during software implementation, upgrades, and integrations.\nCollaborate with cross-functional teams, including Implementation and Success, to align product functionality with client needs.\nAssist Sales with technical demonstrations and proof of concept presentations.\nOffer feedback to Product Development to enhance accounting features based on customer insights.\n\n

System Monitoring & Maintenance

\n\nMonitor software performance and ensure clients comply with best practices for accounting tools.\nInspect and enforce tool compliance standards, ensuring smooth software functionality and user adoption.\nOversee issue resolution and troubleshooting, escalating technical concerns when necessary.\n\n

User Training & Education

\n\nDevelop and deliver training programs for internal teams and external clients on accounting principles and system usage.\nCreate documentation, SOPs, and educational videos demonstrating tool functionality and compliance.\nEnsure team members stay updated on industry regulations, accounting best practices, and software advancements.\n\n

Customer Experience & Collaboration

\n\nLead the support desk team, ensuring high performance and adherence to SLA standards.\nCoach and develop direct reports to provide exceptional customer support.\nTrack and analyze case trends, compiling reports for executive leadership on ticket resolution metrics and customer satisfaction.\n\n

Security & Compliance

\n\nEnsure clients adhere to accounting security protocols and compliance regulations.\nIdentify risks and recommend solutions to safeguard financial data and operational integrity.\n\n

Continuous Improvement

\n\nDrive process improvements to enhance efficiency and customer experience.\nStay ahead of industry trends to implement best-in-class accounting support solutions.\n\n Requirements

Knowledge and Skills:

\n\nStrong background in accounting, SaaS support, or ERP systems.\nProven ability to lead and coach a support team in a fast-paced environment.\nExcellent analytical, problem-solving, and communication skills.\nAbility to develop operational procedures, training materials, and process documentation.\nExperience providing technical support, troubleshooting, and system compliance oversight.\n\n

Education and Experience:

\n\nBachelor’s degree in accounting, Finance, Business, or a related field preferred.\n3-5 years of experience in SaaS support, accounting, ERP solutions, or a similar technical role.\nPrior experience managing a support desk team or leading direct reports.\n\n

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Certifications:

\n\nAccounting certifications (CPA, CMA, or similar) a plus.\n\n

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We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.