A growing software company is seeking a Client Experience Account Manager.
As a member of our team at HigherMe, your drive, empathy, intelligence, problem-solving, and project management skills will constantly be utilized. You’re the type of person that thrives in a fast-paced environment, can’t stand having free time, and can manage your time flawlessly.
Our Client Experience role takes ownership of the entire customer lifecycle, which means you’ll have the opportunity to wear a ton of hats. You’ll also be expected to actively contribute and further the team’s processes and procedures. However, ultimately your entire role centers around ensuring that clients are successful on our platform. Our Support role involves fighting the fires behind the help desk via e-mail tickets, live chat, and inbound phone calls in Zendesk.
Client Implementations:
You’ll serve as a primary point of contact, consultant, and project manager, as you help new clients review their current processes and adopt our platform via a white glove implementation.
Account Management/Customer Success:
You’ll use your unparalleled relationship building skills to ensure that clients are adopting HigherMe, and finding business success. While doing so, you’ll be identifying areas of growth potential, managing referrals, and renewals.
Customer Support:
You’ll leverage the experience you gain reactively responding to clients in order to propose solutions and begin forming proactive solutions to client challenges.
Billing:
You’ll have access to our entire billing system (Chargebee), as you’ll be responsible for ensuring that billing is correct and processing any billing updates.
Product Development:
You’ll utilize your expert knowledge and first-hand experience with our clients to work cross-functionally and ensure that we maintain a solution-based and customer-centric product.
Team Development:
You’ll be an actively contributing member of our team. You understand that while doing your job, you will uncover potential for growth, development, and learnings. Once identified, you’ll proactively take on new projects and help the overall development of yourself, team, and the company as a whole.
Qualifications:
This is a dynamic role and there are a variety of personal and professional traits that will make you successful in this role.
Required:
College degree or 2+ years of similar experience at a SaaS company
3+ years of experience working with clients (this includes retail and hospitality management, software support, customer success, and sales)
Undeniably strong work ethic – this is a demanding job and merely doing the minimum to get by is unacceptable
Excellent time management skills
Expert level relationship building skills
Tech-savvy and easily learns new technology (Microsoft apps, Google apps, web apps, mobile apps, HTML experience)
Strong attention to detail
A positive attitude which translates across all interactions (client and internal)
Self-starter
Disclaimer: You may work from anywhere, but you must be a citizen of the United States or Canada.
Nice to Have:
Previous experience with Zendesk and Help Center documentation
Previous experience in HR tech
Previous experience managing retail/hospitality/hourly employees
Perks and Compensation
Ability to work fully remote collaborating with a globally distributed team
Competitive base salary with unlimited commission and performance milestone opportunities
Unlimited time off – take the time you need to rest and recharge
Equipment allowance
Comprehensive Benefits (US and Canadian employees)
REF#HM03031
