I really like having my own account manager to look after all of our accounting needs, it's easy for me as we have an accountant who works in-house but being able to go direct with someone is brilliant too! Customer service can be hit or miss sometimes - however they are helpful when you do get through so that helps :) It has helped us run more efficiently over time since implementing this software (and there've been times where things got out hand!).
We're not using some features yet which makes life easier at least from what i'm understanding now; hopefully will soon come into use though once everything becomes available!!