What are the responsibilities and job description for the Account Manager / Software Support Specialist position at JBM Computer Consultants, Inc.?
Account Manager / Software Support Specialist
JBM is an established, Buffalo, New York-based company who develops Cloud applications for the employee benefit market. We are currently looking to add a talented and experienced Account Manager to our team. We provide our customers with complete solutions for the administration of employee benefit plans.
Location: JBM is located in Buffalo, NY. We prefer our employees to be located within the Western New York area.
Job Type: Full-time
Compensation: Commensurate with applicable experience
Of primary importance, the Account Manager directly manages a suite of JBM clients. This is not a sales position nor a software developer position, but a direct customer support position. You will directly interact with new and existing customers gathering their business requirements related to the use of our employee benefit administration software platform. The Account Manager interviews the client, analyzes and documents the client’s requirements, then guides the solution process through product management and product development to successful implementation. The Account Manager also provides ongoing application support to a group of clients.
The JBM Account Manager position is primarily remote, but we desire the candidate to be located within a reasonable distance of JBM. The JBM product team meets online daily, supported by a variety of technologies such as Zoom, Jira, Confluence, Slack, MySQL Workbench, and Postman. Onboarding and training will be provided through a combination of web-based and in-office meetings.
The JBM Account Manager’s daily work can quickly switch from technical support to software project management, and to client relationship management. Duties are occasionally delivered at the client location. Travel is infrequent for this position, estimated at less than 10%.
The JBM Account Manager is a problem solver, comfortable working in a fast-paced, evolving, and collaborative environment. Successful Account Managers balance competing priorities, learn on their feet, are self-motivated, and have a proven ability to convert client challenges into solutions.
Job Responsibilities:
- Function as the primary point of contact for JBM customers during and after software implementations.
- Develop detailed technical specifications based on client needs.
- Support the software development quality assurance process.
- Negotiate the scope of software implementations with customers and JBM software development.
- Diagnose customer operational issues and document the issues within JBM’s support products.
- Provide Tier 1 and Tier 2 technical support to customers.
- Maintain online client support site, including authoring support articles on a regular basis.
- Participate in scheduled client meetings with customers, sales, and engineering.
- Skillfully manage customers through difficult situations.
Qualifications
- 5 years of client-facing support responsibilities delivering Software as a Service solutions.
- Excellent interpersonal skills.
- Strong presentation and written communication skills.
- First-rate technical problem-solving skills.
- Skilled at bridging the communication gap between business people and software engineers.
- Self-motivated, with demonstrated experience owning problems through resolution.
- Capacity to effectively balance competing priorities across multiple initiatives (internally and externally).
- Experience with enterprise collaborative solutions.
- Accounting systems experience desired.
- Employee benefit experience desired.
JBM is an equal opportunity employer, located in Buffalo, New York.
All candidates may send their cover letters and resumes to jobs@jbmcci.com.
Candidates only please; no recruiters.
Job Type: Full-time
Pay: From $61,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
Schedule:
- Monday to Friday
Application Question(s):
- Experience developing queries in MySQL
Experience:
- software support: 5 years (Preferred)
Location:
- Buffalo, NY (Preferred)
Work Location: Remote
Salary : $61,000