JOB TITLE: Events Account Manager

DEPARTMENT: PaySchools Operations

REPORTS TO: Support Manager

SUPERVISORY RESPONSIBILITIES: Sole Contributor

JOB LOCATION: Remote or Canton, OH Office

SUMMARY OF POSITION

The Events Account Manager position is a key role for the Events product that is part of the Education vertical. 

The primary function of this position is to support customers of the Local Level Events/PaySchools Events software product. The customers include both purchaser support as well as organization support. The Account Manager is responsible for managing all client accounts, maintaining a long-term relationship with accounts and maximizing future opportunities. The individual should also have software support experience knowledge as outlined below or equivalent industry knowledge.

EDUCATION & EXPERIENCE

High school graduation or GED is required. Bachelor’s degree from accredited college desired.

DUTIES & RESPONSIBILITIES

• Board new merchants into the system.
• Create new events, update existing events and help to train customers on how they can modify events themselves.
• Set and manage expectations with our customers for when events might be ready to go and in the event of system issues to keep them informed on when a resolution will be available.
• Send any system issues noticed by customers to the development team to diagnose and resolve.
• Manage refunds requested by purchasers.
• Address any purchaser concerns (revising an order, help with the order process, cancels/refunds).
• Meet weekly with the product owner to relay any concerns and provide updates.
• Provide some night and weekend support during customer events.
• Demonstrate an excellent quality of support to our customers (customer first approach).
• Provide email and phone support of the Events product to our customers.
  • High availability for support contact to ensure timely and accurate response to all inquiries.
  • Respond to inquiries for support requests from customers, Business Partners and internal co-workers in a timely manner.
  • Utilizes phone, email and remote connections to investigate and resolve customer issues.
• Diagnose underlying cause of customer issues or performance issues.
• Evaluate ongoing support issues and look for ways to suggest preventative measures.
• Create and maintain documentation to assist in future problem resolution.
• Earn SME (Subject Matter Expert) level knowledge on the product.
• Provide training and live support.
• Other tasks as directed by the Support Manager.

DESIRED SKILLS

• Good written and verbal skills.
• Well organized.
• Excellent with customers.
• Comfortable on a computer and experience with Microsoft Office.
• Positive attitude and willingness to learn.
• Contribute to a positive team environment.

DISTINGUISHING FEATURES

An employee in this role provides support of our Events solutions to our customers. This includes assisting the customers from the user’s perspective. Creating a strong relationship with our customers is an important part of this role. This position requires a friendly, professional, and courteous approach to ensure a positive customer experience.