Post-Sales Account Manager

• Train new users and run refresher sessions for existing users.
• Track and manage usage issues, adoption gaps, and day-to-day concerns of assigned accounts.
• Log all user issues and requests in the ticketing system; keep it updated as the single source of truth.
• Endorse tickets to onboarding, customer support, or engineering with complete context.
• Monitor ticket progress and close the loop with users once resolved.
• Coordinate cross-team fixes that require onboarding, CS, or engineering support.
• Document recurring user patterns, friction points, and problems; share clean context with engineering (problems only, not solutions).
• Work with marketing to identify and upsell products that fit each account’s needs.
• Support marketing in activating additional branches of existing clients that are not yet live with Dashlabs.
• Manage multi-branch accounts and align all branches on usage, training, and issue resolution.

Required Experience & Skills:

• Professional Background: 2–4 years of experience in Customer Success, Account Management, or Technical Support, preferably within a B2B SaaS environment.

• Tech-Savviness: Proven experience using ticketing systems (e.g., Jira, Zendesk, Intercom) and CRM tools (e.g., HubSpot, Salesforce). You must be comfortable maintaining these as a "single source of truth."

• Communication & Training: Strong ability to explain complex technical workflows to non-technical users. You should be comfortable conducting training sessions, webinars, and refresher courses.

• Problem Solving: Demonstrated ability to troubleshoot user issues, perform root cause analysis, and document "clean context" for engineering teams (distinguishing between user error, product friction, and bugs).

• Account Growth: Experience identifying opportunities to upsell features or expand usage within existing accounts. You are comfortable collaborating with Marketing to drive adoption.

• Organizational Skills: Experience managing complex, multi-branch, or enterprise-level accounts. You can keep multiple stakeholders aligned across different locations.

Preferred (Nice to Have):

• Experience in the Healthcare, MedTech, or Laboratory sectors.

• Background in teaching, adult education, or corporate training.

• Familiarity with product adoption metrics and user churn analysis.