Account Manager

Summary

Join Urbint as a 100% remote Customer Success Manager, providing hands-on support to our Urbint for Storm Response customers. You will become an expert on our software platforms, develop training materials, and manage customer implementations. A critical aspect of this role involves providing 24/7 support during storm events through a rotational shift schedule. Success requires strong relationship-building skills, technical aptitude, and the ability to train users of varying technical skill levels. The ideal candidate is resilient, organized, and comfortable working independently and in stressful situations. This position offers a competitive salary, comprehensive benefits, and the flexibility of remote work.

Requirements

• Be passionate about building and nurturing relationships
• Be skilled at working with a variety of personalities
• Be capable of training and teaching, including helping individuals who are not technically savvy to understand our platforms
• Be able to manage interactions with a large number of people
• Be proficient at working independently and staying productive without constant oversight
• Be effective at prioritizing multiple projects and tasks
• Be resilient and able to handle stressful situations
• Be a team player who can both seek assistance when needed and support others on the team
• Be willing to be available nights/holidays/weekends on a rotational basis

Responsibilities

• Become an expert on Urbint’s software platforms. Learn how the system works and how users use it
• Update and develop training material for new features and modules of the system
• Tailor & execute the Urbint Implementation & Training Plan with each new customer
• Project Manage Implementation - ensure customers are hitting milestone dates in the Implementation Plan. Hold weekly meetings to discuss progress, challenges, and to provide support
• Take the lead on all trainings with your accounts
• Actively participate in getting the company up-and-running in the system. Fill gaps, run reports, complete key tasks, anything that needs to be done to make the customer successful
• Maintain relationships with the user community and especially the project sponsors
• Update training material as new features are released
• Provide support to customers during storm events
• Work shifts to support customers during storms

Preferred Qualifications

• Be energetic, persistent, understanding, and able to deal with a variety of personalities
• Have excellent people and communication skills
• Be comfortable using computers and tools such as MS Office
• Have completed Secondary Education or equivalent
• Have the ability to overcome challenges – some of our users are very challenging. Some do not like technology, some do not like change, some are just difficult to deal with. The ideal candidate needs to have patience
• Be organized
• Be good at teaching or explaining things
• Have French fluency

Benefits

• Generous medical, dental, & vision insurance coverage up to 100% of insurance premiums for yourself and your family
• 401k company match
• Flexible PTO policy
• 100% Distributed - work from almost anywhere
• Competitive compensation and benefits packages
• Storm pay (Overtime for when you need to work extra hours/nights/holidays/weekends)