As an SMB Account Management Associate, your role is to solve issues, communicate effectively, and collaborate with internal teams to remove any barriers for the customer account admins. As the front line of our business, you will have a unique opportunity to provide regular feedback to our product, design and engineering teams as they work towards continually improving our customer facing and internal platforms. The SMB team is extremely dynamic and fast paced and provides unique opportunities for collaboration within and between teams.
What You'll Do:
- Manage all non-revenue generating requests from admins through salesforce cases and email
- Effectively partner with our SMB Account managers to manage their books of business, and field requests from customers without an AM
- Maintain a deep understanding of our product, communicate accurately, and identify revenue opportunities for your AM
- Drive satisfaction, adoption, retention, and reduce churn by providing quick and knowledgeable advice based on customer’s desired outcomes
- Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve our customers to maximize customer value and retention
- Key markers of performance are speed to resolution and customer satisfaction
What We're Looking For:
- 1-2 years of experience in Sales, Account Management, or related customer-facing position, especially within a rapidly growing SaaS company
- Proven track record of managing a high volume of accounts
- Excellent project management and organizational skills
- Ability to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve and execute consistently
- Passion for deeply understanding a product in order to provide solutions for customers
- Attention to detail and excellent written communication skills are a must
- Bachelors preferred but not required
