Sage Intacct Support Consultant

At Wipfli, people count
The way you think makes you different. At Wipfli, we embrace that.
Our inclusive culture provides a space for everyone to have a voice. Our growing number of DEI resource groups celebrate diversity and champion awareness throughout Wipfli.
We're also focused on helping you achieve success with balance. From hybrid schedules and flexible time off to training programs and mental wellness initiatives, we take care of our team.
If you want to be in an environment where you can grow, feed your curiosity and make a difference, Wipfli is the place for you.
Wipfli is seeking a Sage Intacct Client Experience Specialist to enhance our Client Support Services Team. This role will bolster existing client retention by helping existing clients optimize their Sage Intacct usage and benefits through their Wipfli support plans. The right candidate will be approachable, curious, and team-oriented, with excellent written and verbal communication skills. The right candidate should be able to prioritize, multi-task and enjoy problem solving. Other key duties may include participation in consolidation of support systems, client facing webinars and trainings, and assisting with Client-Support onboarding.
Responsibilities:

• Monitor and triage unassigned support cases promptly.
• Route non-Sage Intacct cases to the appropriate teams, refining routing rules for accuracy.
• Request additional details as needed and escalate urgent cases.
• Engage with Tier 1 clients, ensuring alignment and resolution in a consultative manner.
• Route Tier 2 and 3 cases to skilled Sage Intacct consultants.
• Guide clients post-implementation, emphasizing adherence to support processes.
• Educate clients on available features through various channels (screenshare, video, documentation).
• Monitor client trends and escalate issues to the Account Management team.
• Share client feedback and document lessons learned.
• Stay updated on Sage Intacct through release notes, self-study, webinars, and collaboration with team members.

Required Qualifications:

• Bachelor's Degree or an equivalent combination of education and experience.
• 3+ years of combined successful experience in the following areas: Client experience, customer support, account management, training, project management or implementation experience.
• An ability to work with accounting/finance professionals is a must. Actual accounting/finance experience is a plus.
• Advanced communication skills (verbal and written), comfortable and effective in proactive communication with clients via various methods: phone, email, video call.
• Ability to handle and prioritize multiple tasks in parallel making sound judgments and recommendations.

Preferred Qualifications:

• Experience with Sage Intacct is preferred, but not required. Experience with other Accounting ERPs like Microsoft Business Central, NetSuite, Acumatica, etc. is acceptable.
• Experience with D365 for Account Management and Support is preferred, but not required.
• Passionate about people, process, and technology.
• Advanced communication skills (verbal and written), comfortable and effective in proactively and reactively communicating and presenting to various audiences.
• Ability to integrate and interpret information from multiple data sources and synthesize it in a relevant, timely and actionable format.
• Previous usage of state of the art technical knowledge within the Client Success Industry.
• Demonstrated experience finding innovative and effective ways to automate client journey to gain efficiencies within client success operations.

Wipfli is an equal opportunity/affirmative action employer. All candidates will receive consideration for employment without regards to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identify, veteran status, disability, or any other characteristics protected by federal, state, or local laws.
Wipfli is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or participate in our recruiting process, please send us an email at [email protected]
Wipfli supports equal pay for equal work and values each candidate's unique experiences and skill sets. The estimated pay range for this position is: $60,000 to $100,000. Compensation within the range is determined by a variety of factors including, but not limited to, location, individuals' skills, experience, training, licensure and certifications, business needs and applicable employment laws.
Individuals may be eligible for an annual discretionary bonus, subject to participation rules and based on a variety of factors including, but not limited to, individual and Firm performance.
Wipfli cares about our associates and offers a variety of benefits to support their well-being. Highlights include 8 health plan options (both HMO & PPO plans), dental and vision coverage, opportunity to enroll in HSA with potential Firm contribution and an Employee Assistance Program. Other benefits include firm-sponsored basic life and short and long-term disability coverage, a 401(k) savings plan & profit share as well as Firm matching contribution, well-being incentive, education & certification assistance, flexible time off, family care leave, parental leave, family formation benefits, cell phone reimbursement, and travel rewards. Voluntary benefit offerings include critical illness & accident insurance, hospital indemnity insurance, legal, long-term care, pet insurance, ID theft protection, and supplemental life/AD&D. Eligibility for all benefits programs is dependent on annual hours expectation, position status/level and location. Wipfli offers flexibility for many positions to be performed remotely; please discuss your work preferences with your recruiter during the interview process.
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