Account Manager

Summary

Join Automatiq's growing team as an Account Manager, supporting our Lysted product. You will assist with client onboarding, provide customer support, and proactively engage with clients to optimize product usage. Responsibilities include conducting demos, tracking feature requests, escalating issues, and building relationships with large users to drive upselling and cross-selling opportunities. You will collaborate with various teams to ensure a seamless customer experience and contribute to analyzing customer trends. This role requires excellent problem-solving and communication skills, along with experience in customer service and account management. The position offers a competitive salary and an annual discretionary bonus.

Requirements

• Excellent problem-solving skills
• Ability to take the initiative and have good judgement in making decisions
• Excellent communication skills
• Able to handle multiple tasks simultaneously and adapt to meet the team's needs
• Team player attitude and strong work ethic
• High level of organizational skills and attention to detail
• Good follow-through and troubleshooting skills
• Able to work collaboratively with a team and independently without supervision
• Comfortable with multiple systems including Google Docs, Drive, Sheets, Excel, Jira, Email, and various other dashboard and KPI tracking systems and customer support ticketing systems
• Proficient with Microsoft Excel
• Proven ability to thrive in a remote work environment
• 2+ years of customer service/account management experience

Responsibilities

• Assist with client onboarding process and perform demos
• Maintain and improve relationships with existing clients
• Communicate rates and our billing process
• Audit current CRM database and updating for accuracy
• Identify accounts where the tool is underutilized
• Analyze customer trends in satisfaction and revenue to gauge the success of new and existing products
• Work directly with Sales, Customer Support, and Directors of Account Management to create a seamless experience for the customer
• Provide high-level customer support, documenting solutions, de-escalating issues & maintaining customer satisfaction
• Communicate with CSR 1&2 for improvements in customer responses & handling
• Track and communicate software feature requests
• Upsell/Cross-sell additional products to our client base

Preferred Qualifications

• Experience in the entertainment/ticketing industry
• Ability to travel occasionally to meet clients and attend trade shows
• Experience with Salesforce or another CRM

Benefits

• $70,000 - $75,000 a year
• This role will also be eligible for an annual discretionary bonus