The role of the Account Manager (Lysted) spans from assisting in the onboarding process to ensure it is seamless, attending to the customers support needs when using any of the products we offer, and proactively reaching out to verify that our customers are using our products in the best way possible. As an Account Manager, you would be responsible for helping onboard new users through demos and migrations. You would perform follow-up tasks with new users for a brief introduction to provide troubleshooting assistance, track feature requests, and escalate issues to the appropriate departments. You will establish relationships with large users to build a book of business and present opportunities for up-sell / cross-sell and prevent churn.
Responsibilities:
Assisting with client onboarding process and performing demos
Maintaining and improving relationships with existing clients
Communicating rates and our billing process
Auditing current CRM database and updating for accuracy
Identifying accounts where the product is underutilized
Analyzing customer trends in satisfaction and revenue to gauge the success of new and existing products
Working directly with Sales, Customer Support, and Directors of Account Management to create a seamless experience for the customer
Provide high-level customer support, documenting solutions, de-escalating issues & maintaining customer satisfaction
Communicating with CSR 1&2 for improvements in customer responses & handling
Track and communicate software feature requests
Upsell/Cross-sell additional products to our client base
Requirements:
Excellent problem-solving skills
Ability to take the initiative and make decisions
Excellent communication skills
Ability to multi-task and be flexible to accommodate the needs of the team
Team player attitude and strong work ethic
High level of organizational skills and attention to detail
Good follow-through and troubleshooting skills
Able to work collaboratively with a team and independently without supervision
Comfortable with multiple systems including Google Docs, Drive, Sheets, Excel, Jira, Email, and various other dashboard and KPI tracking systems and customer support ticketing systems
Proficient with Microsoft Excel
2 or more years of customer service/Account management experience
Huge Plus:
Experience in the entertainment/ticketing industry
Ability to travel occasionally to meet clients and attend trade shows
Experience with Hubspot or another CRM
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