Account Manager

Summary

Join our client, a rapidly growing self-storage automation company, as an Account Manager. You will be responsible for building and maintaining strong client relationships, ensuring successful onboarding, providing proactive support, and identifying upsell opportunities. This role requires managing customer inquiries, resolving issues, and collaborating with various teams. You will leverage Zendesk for customer support and communication, and contribute to continuous improvement through feedback gathering. The position offers a work-from-home opportunity and requires a Bachelor's degree or equivalent experience, along with 2-3 years of account management experience in SaaS or technology.

Requirements

• Bachelor’s Degree from a 4‐year accredited institution or equivalent work experience
• 2 -3 years work experience as an Account Manager in SaaS or Technology
• Strong thirst for learning
• Expertise in Projects; multi‐task Management, ability to handle a variety of clients
• Intermediate to Advanced Excel skills
• Extreme attention to detail and a natural intuition for noticing errors
• Strong verbal and written communication skills
• Excellent Customer Service Skills and ability to handle client communications with diligence and respect
• Ability to be a team player and work in a dynamic environment; willingness to support all divisions as necessary and pitch in wherever help is needed
• Ability to adapt to different client expectations and procedures

Responsibilities

• Build and maintain strong, long-term client relationships, serving as the primary point of contact for customer inquiries and support
• Understand client needs and provide tailored solutions to meet their goals, while ensuring customer satisfaction with our products and services
• Identify opportunities for upselling, cross-selling, and account growth, collaborating with internal teams to ensure seamless service delivery
• Guiding new clients through initial setup and implementation process ensuring a smooth transition into our products and services
• Provide hands-on support and training to help clients understand and maximize the value of our offerings
• Collaborate with internal teams to customize onboarding experiences based on client needs and track onboarding progress to identify potential challenges
• Set foundation for long term client success and satisfaction by ensuring a seamless and positive start
• Respond to customer inquiries promptly and professionally via various channels, including email, chat, and phone, utilizing Zendesk as the primary support platform
• Assist customers with product-related questions, technical issues, and general queries
• Provide step-by-step guidance on software usage, features, and troubleshooting, leveraging Zendesk's features for efficient issue resolution
• Investigate and analyze customer issues to identify root causes and provide effective solutions, using Zendesk's ticketing system to manage and track customer cases
• Collaborate with the technical support team to escalate and resolve complex technical problems, documenting the resolution process within Zendesk
• Maintain a deep understanding of our SaaS products and stay updated on new features and updates, updating Zendesk's knowledge base for customer self-service
• Educate customers on the benefits and capabilities of our software, utilizing Zendesk for creating and sharing relevant documentation
• Conduct product demonstrations and training sessions for customers to enhance their understanding and utilization of our SaaS solutions, leveraging Zendesk for scheduling and tracking training sessions
• Develop and update knowledge base articles and tutorials in Zendesk for self-service customer support
• Actively gather customer feedback and insights to share with the product development team for continuous improvement, using Zendesk surveys and feedback tools
• Advocate for customer needs and preferences within the company to drive enhancements to our SaaS offerings, with Zendesk as a central platform for feedback aggregation
• Maintain accurate and detailed records of customer interactions, issues, and resolutions in Zendesk, ensuring data integrity and accessibility for future reference
• Collaborate with sales, marketing, and product teams to ensure a cohesive customer experience throughout the customer lifecycle, utilizing Zendesk integrations to streamline communication and information sharing
• Provide insights to the sales team based on customer interactions to support upselling and retention efforts, with Zendesk as a central repository for customer information
• Define strategies to achieve customer satisfaction through data-driven insights using Zendesk, AI Lean software, and other tools
• Maintain oversight of account statuses, addressing potential issues proactively and participating in weekly operational reviews to ensure customer satisfaction
• Assist in the development, implementation, and maintenance of operational processes and procedures
• Provide day-to-day support to ensure smooth and efficient operations across different departments
• Participate in special projects and ensure operation and customer activities comply with standards to ensure impeccable service delivery
• Maintain account manager success by ensuring customer accounts are compliant and on time and in the right phase. This includes reviewing the processes and the platforms to make sure the information is accurate and report any bugs if found

Preferred Qualifications

Experience in Delinquent Tenant Management and Self‐Storage Industry is a plus

Benefits

Work From Home