Accounts Manager
Full Time
Job Description
- The relationship manager between the customer and all things related to the support team
- Helping the customer to escalate issues that are of high priority so that they are resolved as quickly as possible
- Meeting with customers weekly/biweekly
- Sending out the notes with the actions for you and the customer to follow-up on
- Presenting their support issues in an organized manner and be able to speak to the issues
- Attend/assist in quarterly business reviews when asked
- Work within Support Organization as the main point of contact for top tier customers
- Build personalized strong, trusting relationships with your customer’s operational and executive teams
- Be the main point of contact, concierge and advocate for your Customer’s Support needs
- Coordinate appropriate resources (cross functionally) to achieve resolution of customer priority issues based on business needs and release strategy
- Report metrics and case management updates to team and management, monitoring and reporting on SLAs for strategic accounts
- Identify, monitor and report trends, create and manage go-to-green plans
- Create, implement and enhance internal reporting, and other processes to optimize the customer experience
- Host and facilitate weekly, monthly and quarterly operational and business review meetings, working closely with the accounts Customer Value Manager and other engaged resources
- Coordinate feedback to product management and development teams
- Project manage customer upgrades, communicate product updates, upgrades and new features around company three major releases per annum.
- Maintain your knowledge of our Product and Services through continuous learning and periodic mandatory trainings
- Handle a Duty Manager rotation, serve as escalation contact for high-priority tickets including overall triage and management
- Above all be a company advocate living and breathing our Core values with our customers
Required Knowledge, Skills, and Abilities
- Is fluent in English and ideally speak another European language with French or German a preference
- Strong and demonstrable experience in a technical support or consulting role
- Is certified in project management (Prince2 or PMP) a plus
- Has our platform knowledge or another SaaS platform
- Is an excellent communicator, empathetic and has strong presentation skills
- Shares knowledge and is used to collaborating in a team environment
- Has passion for the highest quality of service, creative problem-solving skills and a strong desire to learn and strive for excellence
- Adaptable to work with a varied client base in varied environments
Reference no: 89698