Company Profile:

Our client brings greater business efficiency and value to self-storage operators by automating the lien to auction process. Using an AI-enabled SaaS solution, they simplify the cumbersome task of managing delinquent tenant accounts from notification and advertisement through to auction. Since launching in 2020, our Boston-based client has emerged as a trusted partner in self-storage, bringing the benefits of automation to a rapidly growing commercial real estate sector.

Our client operates in the Self-Storage Real Estate prolific industry. The market counts more than 65,000 locations across the US. They provide an automation solution that provides value to self-storage operators in several meaningful and proven ways. Automating the payment collections to avoid the lien process risks, maximize revenues, payments, reduction of bad debt and overall consistent tenant collection reminder experience. They currently automate the liens for clients located across all states. Their company is growing fast and is building up its talented leadership team to maximize quality growth and leadership in the marketplace.

The Account Manager is responsible for managing and nurturing customer relationships, ensuring successful onboarding and product adoption, driving customer retention through proactive support, identifying upsell opportunities, acting as the customer's advocate within the company, collaborating with sales, support, and product teams, monitoring key metrics such as customer satisfaction and product usage, ensuring accurate billing and contract renewals, providing ongoing training and educational resources, and continuously striving to improve the overall customer experience to ensure long-term success and revenue growth.

DUTIES AND RESPONSIBILITIES

Account Management: Build and maintain strong, long-term client relationships, serving as the primary point of contact for customer inquiries and support. Understand client needs and provide tailored solutions to meet their goals, while ensuring customer satisfaction with our products and services. Identify opportunities for upselling, cross-selling, and account growth, collaborating with internal teams to ensure seamless service delivery.
Onboarding: Guiding new clients through initial setup and implementation process ensuring a smooth transition into our products and services. Provide hands-on support and training to help clients understand and maximize the value of our offerings. Collaborate with internal teams to customize onboarding experiences based on client needs and track onboarding progress to identify potential challenges. Set foundation for long term client success and satisfaction by ensuring a seamless and positive start.
Customer Support: Respond to customer inquiries promptly and professionally via various channels, including email, chat, and phone, utilizing Zendesk as the primary support platform. Assist customers with product-related questions, technical issues, and general queries. Provide step-by-step guidance on software usage, features, and troubleshooting, leveraging Zendesk's features for efficient issue resolution.
Issue Resolution: Investigate and analyze customer issues to identify root causes and provide effective solutions, using Zendesk's ticketing system to manage and track customer cases. Collaborate with the technical support team to escalate and resolve complex technical problems, documenting the resolution process within Zendesk.
Product Knowledge: Maintain a deep understanding of our SaaS products and stay updated on new features and updates, updating Zendesk's knowledge base for customer self-service. Educate customers on the benefits and capabilities of our software, utilizing Zendesk for creating and sharing relevant documentation.
Customer Education: Conduct product demonstrations and training sessions for customers to enhance their understanding and utilization of our SaaS solutions, leveraging Zendesk for scheduling and tracking training sessions. Develop and update knowledge base articles and tutorials in Zendesk for self-service customer support.
Customer Feedback: Actively gather customer feedback and insights to share with the product development team for continuous improvement, using Zendesk surveys and feedback tools. Advocate for customer needs and preferences within the company to drive enhancements to our SaaS offerings, with Zendesk as a central platform for feedback aggregation.
Documentation and Knowledge Centre: Maintain accurate and detailed records of customer interactions, issues, and resolutions in Zendesk, ensuring data integrity and accessibility for future reference.
Cross-functional Collaboration: Collaborate with sales, marketing, and product teams to ensure a cohesive customer experience throughout the customer lifecycle, utilizing Zendesk integrations to streamline communication and information sharing. Provide insights to the sales team based on customer interactions to support upselling and retention efforts, with Zendesk as a central repository for customer information.
Customer Satisfaction & Health Scores Management: Define strategies to achieve customer satisfaction through data-driven insights using Zendesk, AI Lean software, and other tools
Daily Control on Customer Risks: Maintain oversight of account statuses, addressing potential issues proactively and participating in weekly operational reviews to ensure customer satisfaction.
Operational Support and Special Projects: Assist in the development, implementation, and maintenance of operational processes and procedures. Provide day-to-day support to ensure smooth and efficient operations across different departments. Participate in special projects and ensure operation and customer activities comply with standards to ensure impeccable service delivery.
Compliance Review: Maintain account manager success by ensuring customer accounts are compliant and on time and in the right phase. This includes reviewing the processes and the platforms to make sure the information is accurate and report any bugs if found.

QUALIFICATIONS

Minimum Educational Requirement: Bachelor's Degree from a 4year accredited institution or equivalent work experience
2 -3 years work experience as an Account Manager in SaaS or Technology
Candidate should have strong thirst for learning.
Expertise in Projects; multitask Management, ability to handle a variety of clients
Experience in Delinquent Tenant Management and SelfStorage Industry is a plus
Intermediate to Advanced Excel skills
Extreme attention to detail and a natural intuition for noticing errors
Strong verbal and written communication skills
Excellent Customer Service Skills and ability to handle client communications with diligence and respect
Ability to be a team player and work in a dynamic environment; willingness to support all divisions as necessary and pitch in wherever help is needed
Ability to adapt to different client expectations and procedures

Job Type: Permanent

Employment Type: Independent Contractor

Schedule: Monday to Friday EST Time 9:00 am-6:00 pm EST (9:00 pm-6:00 pm PHT)

Location: Work From Home

Industry: SaaS

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