Accounting Solutions Lead

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. This position is required in office 5 days a week at our Richardson, Texas location. Client Engagement & Consultation: - Build strong relationships by understanding client needs, diagnosing challenges, and offering t...