Account Manager

Job Overview

JOB DETAILS

REQUIREMENTS

• Experience in the entertainment/ticketing industry
• 2+ years in a business customer-facing role, preferably in account management
• 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
• Excellent team player
• 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

RESPONSIBILITIES

• Drive the successful transition of our client’s prospects from trial users to fully onboarded, paying clients
• Communicate rates and ensure trial is up to standards
• Understand the company billing structure and answering questions regarding monthly bills & addressing discrepancies with billing department
• Manage and strengthen relationships with existing clients, overseeing a portfolio of approximately 100-150 accounts
• Audit current CRM database and updating for accuracy
• Identifying accounts where the tool is underutilized
• Analyze customer trends in satisfaction and revenue to gauge the success of new and existing products
• Work directly with Sales, Onboarding Specialists, and Directors of Account Management and Customer Relations to create a seamless experience for the customer
• Provide high level customer support, documenting solutions, deescalating issues & maintaining customer satisfaction
• Communicate with CSR 1&2 for improvements in customer responses & handling Track and communicate software feature requests
• Cross-sell additional products to your client base

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