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Account Manager

SupportNinja

Work From Home, Ireland

Remote

Full Time

Moderate

Summary

Responsibilities

Be the primary point of contact for clients throughout the customer lifecycle
Assist new customers in onboarding and training on the platform
Promote customer satisfaction and loyalty by understanding business needs
Identify and mitigate against early churn risks
Provide valuable insights to customers by reviewing reports and analyzing data
Conduct trainings and outreach activities to engage and educate customers
Manage account renewals and conduct annual reviews
Maintain CRM to keep track of key account data and opportunities

Requirements

At least 3 years experience in a customer success or account management role
BPO experience is strongly preferred
Exceptional ability to communicate and foster positive business relationships
Strong communication skills, both verbal and written
Strong attention to detail, critical thinking and problem-solving skills
Demonstrated experience in growing revenue in previous roles

Benefits

Competitive compensation
Paid time off
Birthday leave
Bonus and incentive plans
Opportunities for skills training and personal and professional development
Employee Referral Program

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Full Details of Job Post

We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom.

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.

SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.

As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

Job Summary: SupportNinja is seeking an Account Manager to join our growing Revenue Operations Team. This candidate will be an experienced professional with expertise in building client relationships, servicing and selling to customers with the ability to establish the new, foster the old, and handle the unique.

The ideal candidate is one who has experience with BPO industry, passionate about solving customer needs, simple and effective communications skills via phone and email, and able to set customer expectations which help set the mood for customer retention and is also adept at spotting churn risk and mitigating against this.

This position will support a customer base of bronze accounts to ensure we retain and grow these customers. A key part of this role will be to identify and mitigate against early churn risks.

What does a day in the life of an Account Manager look like?

Be the primary point of contact for your clients throughout the customer lifecycle, developing relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewal.
Assist new customers in effectively onboarding and providing training to the customer on the platform and Establish clear client retention goals with each customer
Promote customer satisfaction and loyalty by demonstrating an understanding of their business needs and helping them achieve their objectives using SupportNinja solutions.
Ensure customers are supported to achieve the organization’s objectives throughout their customer journey
Consistently and at every opportunity promote the value of the SupportNinja offering to our customers.
Provide valuable insights to customers by reviewing reports, analyzing data, and helping customers understand the impacts and relevance of the data to the organization’s goals
Develop and nurture strong partnerships with customers
A large focus of this role will be to retain and grow this book of business.
Conduct trainings and outreach activities to engage and educate customers
Assist and resolve escalated chat support tickets and emails and always seek to improve our customer’s experience with SupportNinja
Conduct annual reviews and manage account renewals
Meets or exceeds performance targets for related KPI’s
Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
Collaborates with other departments as needed to resolve customer issues
Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times
Utilized CRM to keep track of key account data, opportunities, logging calls and relevant notes
Performs other duties as assigned

What are the required qualifications for an Account Manager?

At least 3 years experience in a customer success or account management role
BPO experience is strongly preferred
Exceptional ability to communicate and foster positive business relationships
Previous customer service experience and/or Previous Account Management Experience/ Sales experience
Strong communication skills, both verbal and written
Strong attention to detail, critical thinking and problem-solving skills
Demonstrated experience in growing revenue in your previous role

Ninja Perks and Benefits

● Competitive compensation

● Paid time off, birthday leave

● Bonus and incentive plans

● Opportunities for skills training and personal and professional development

● Employee Referral Program

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

Disclaimer:

Moderate

Latitude

Charlotte, NC Hybrid Full Time

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