Scaled Accounts Manager, US

Scaled Accounts Manager, US

Department : Customer Success

Employment Type : Permanent - Full Time

Location : US - Boston

Reporting To : Adam McDougall

Description

The Scaled Accounts Customer Manager supports the success and satisfaction of our largest customer segment. In this role, you will work within the Customer Success team, responding to CS-related requests throughout the customer journey. This role requires excellent communication and problem-solving skills to drive a positive customer experience, product adoption, retention, and value.

Key Responsibilities

• Proactively respond to and resolve customer questions and issues in a timely and efficient manner, aligning to SLAs and excellent service levels across ticket management and calls
• Educate customers on best practices, product features, and functionalities to help them achieve success and maximise the value of their investment
• Identify and escalate complex issues to the appropriate team when necessary, ensuring swift resolution and minimal impact on the customer
• Monitor customer interactions, feedback, and recurring issues to help drive insights into customer needs and trends for continuous improvement
• Work closely with cross-functional teams, including the Exclaimer Desk and Support team, to address ensure a seamless experience
• Gather and relay customer feedback to help inform product improvements, feature requests, and enhancements

Skills, Knowledge and Expertise

Benefits

We offer you a challenging job in a growing and truly global international SaaS company with a competitive compensation structure. Ah, and you will be part of a fun and hardworking team :

Exclaimer is an equal opportunity employer and people seeking employment with us are considered without regards to race, colour, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic protected by law.