Virtual Account Executive/Manager

Job Title: Account Executive/ Manager

Schedule: TBD - US Time Zone

Location: Fully Remote

Salary: 1400 USD - 1700 USD/month

**This role is exclusively available to candidates from Latin America. Please submit your resume in English**

We are seeking a dynamic and results-driven professional to join our team as an Account Executive/Manager for a multifamily property management platform. This platform aims to enhance property performance and team member engagement through gamified KPI’s. In this role, you will play a crucial part in fostering meaningful connections with our customers, ensuring their engagement and satisfaction through effective communication via email and Zoom. If you are passionate about creating positive customer experiences and thrive in a fast-paced environment, we invite you to be a part of our growing Team.

Responsibilities:

• Engage customers proactively through email and Zoom, fostering strong relationships and understanding their needs.
• Monitor email boxes and ticket queues and provide system support to clients via HubSpot.
• Utilize the application to its fullest potential, ensuring customers derive maximum value from our product. 
• Become an expert on our product and services in order to support clients and make recommendations for training, product use, customizations, and feature requests.
• Administrate client instances within our software by creating KPI’s, challenges, bonus trackers, etc. as well as user and company administration and configuration.
• Liaise with product and engineering teams to communicate client needs and requests.
• Advise on User Interface changes based on feedback and engagement data.
• Survey clients through feedback and NPS surveys to understand where we need to be better as a team or are currently providing value.
• Liaise with sales to provide documentation on value and client feedback that can be used to win new business.
• Analyze and measure client performance data and engagement to provide clients with reporting and create case studies using client data.
• Provide high-touch customer service by continually monitoring customer engagement in the app, stepping in to train whenever necessary.
• Function as an onboarding specialist, ensuring new customers are up and running as quickly as possible.
• Build and document the onboarding process to be replicable for a fast growing, lean team. 
• Build and document policies and procedures for the client success and onboarding function of a startup company. 
• Define and track KPIs to measure success in customer engagement and onboarding.
• Conduct and lead Zoom calls for onboarding, training, and ongoing engagement, utilizing video to enhance communication.
• Create training videos and documentation to be used in onboarding and support and referenced as part of a company Knowledge Library.
• Proactively asking questions and being able to read between the lines of clients needs to understand their pain points and work flow and make recommendations based on what you know of their jobs, industry, and use of our application.
• Audit and review client data to identify missing or erroneous information before going live and monitor ongoing transmission of data to ensure quick response to integration issues.

Requirements

• Bachelor's degree in Business, Marketing, or a related field.
• Willingness to work US timezone.
• Proven experience in account management, customer success, or a related role.
• Excellent communication skills, both written and verbal, with the ability to articulate complex concepts clearly.
• Proficient in using email and Zoom for customer engagement and communication.
• Strong analytical skills to interpret customer data and make informed decisions.
• Ability to work independently and collaboratively in a team-oriented environment.
• Demonstrated problem-solving and decision-making abilities.
• Familiarity with CRM software is a plus. (Hubspot preferred)
• Familiarity with Business Intelligence tools and data analytics software.
• Strong internet connection in order to support sharing screens and video conferencing.
• Preferred experience in the apartment industry.
• Experience with Key Performance Indicators and performance management.
• Working knowledge of gamification.
• Strong attention to detail.

If you are passionate about building lasting relationships with customers, driving engagement, and contributing to the success of a dynamic company with a positive culture, we encourage you to apply. Join our team and be a key player in ensuring our customers not only use our product but love it! We look forward to welcoming a talented and motivated individual who shares our commitment to customer satisfaction and success.