What are the responsibilities and job description for the Account Manager - #34063 position at Manila Recruitment?
This is a great opportunity to work in a self-storage real estate company that offers a dynamic environment where one can witness firsthand the tangible impact of their efforts on property management and customer satisfaction. Additionally, the company's continuous growth presents ample opportunities for professional development and advancement, making it an exciting and rewarding field to be a part of.
The experience expected from applicants, as well as additional skills and qualifications needed for this job are listed below.
Company Profile :
Our client brings greater business efficiency and value to self-storage operators by automating the lien to auction process. Using an AI-enabled SaaS solution, they simplify the cumbersome task of managing delinquent tenant accounts from notification and advertisement through to auction. Since launching in 2020, our Boston-based client has emerged as a trusted partner in self-storage, bringing the benefits of automation to a rapidly growing commercial real estate sector.
Overall purpose and responsibilities of the role :
The Account Manager is responsible for managing and nurturing customer relationships, ensuring successful onboarding and product adoption, driving customer retention through proactive support, identifying upsell opportunities, acting as the customer's advocate within the company, collaborating with sales, support, and product teams, monitoring key metrics such as customer satisfaction and product usage, ensuring accurate billing and contract renewals, providing ongoing training and educational resources, and continuously striving to improve the overall customer experience to ensure long-term success and revenue growth.
DUTIES AND RESPONSIBILITIES
- Account Management : 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.
- Onboarding : Guiding new clients through initial setup and implementation process ensuring a smooth transition into our products and services.
- Customer Support : Respond to customer inquiries promptly and professionally via various channels, including email, chat, and phone, utilizing Zendesk as the primary support platform.
- Issue Resolution : Investigate and analyze customer issues to identify root causes and provide effective solutions.
- Product Knowledge : Maintain a deep understanding of our SaaS products and stay updated on new features and updates.
- Customer Education : Conduct product demonstrations and training sessions for customers to enhance their understanding and utilization of our SaaS solutions.
- Customer Feedback : Actively gather customer feedback and insights to share with the product development team for continuous improvement.
- Documentation and Knowledge Centre : Maintain accurate and detailed records of customer interactions, issues, and resolutions.
- Cross-functional Collaboration : Collaborate with sales, marketing, and product teams to ensure a cohesive customer experience throughout the customer lifecycle.
- Customer Satisfaction & Health Scores Management : Define strategies to achieve customer satisfaction through data-driven insights.
- Daily Control on Customer Risks : Maintain oversight of account statuses, addressing potential issues proactively.
- Operational Support and Special Projects : Assist in the development, implementation, and maintenance of operational processes and procedures.
- Compliance Review : Maintain account manager success by ensuring customer accounts are compliant and on time.
Minimum Requirements :
Job Type : Permanent
Employment Type : Independent Contractor
Schedule : Monday to Friday EST Time 8 : 00 am - 5 : 30 pm
Location : Work From Home
Industry : SaaS
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