Vacancy expired!
Are you someone who likes to stay busy, likes to be the go-to person, can keep projects on task while keeping clients in the know and happy? If so, we are seeking Account Success Manager to join our group and become an integral part of the Legwork Team!
Success Managers are responsible for making sure our clients are seeing value in both the services they have currently and services they do not. Success Managers are our first line of defense against Cancellations and downgrades as well the tip of the spear for expansion revenue through selling the value of additional Legwork Apps and Services to existing clients.
Our Success Managers conduct new client training based on value and set expectations for the future. They maintain relationship with their accounts permanently as their sole contact for help and conduct quarterly account check in calls and yearly Account reviews with their clients to retain, educate, upsell, and deliver value. The Customers success is your passion!
Role Responsibilities:
On boarding;
Conducts a Value-driven Q & A with client after Onboarding has finished the Syncer install and settings have been customized
Introduces client to the Support channels available to them moving forward
(Chat, Tickets, Help Site, Tutorials, Calling Success Manager)
Post Launch;
3 day, 3 week, 3 month check in after Warm transfer from On boarding is completed.
Quarterly Account Review Meetings. (3 Check in calls and 1 Yearly review.)
Staggered NPS, Review, Success team survey, and referral Requests
Identify Unused features being paid for and problems with account
Resolve and educate. Get the client to use everything that we can to get them the most value.
Investigate and document Downgrade and Cancellation Calls for their accounts.
Daily Call logs showing contact with clients.
Point of contact for client. Educates on Value and Strategy, Connects to specialists for Projects and support issues. Sells value and upgrades accounts to higher tiers of service
Use metrics to identify accounts that need emergency attention.
Required Skills;
Able to communicate professionally, clearly, and effectively in phone calls and email
Able to be descriptive and persuasive
Word, Excel, Google Sheets, Zoom, Splashtop, Basic computer navigation skills, Services, Anti-virus and firewall familiarity. Pendo, Zendesk, Hubspot, SWYDO experience are all a plus.
Sales and/or Customer Service experience is a plus
EEO
Legwork is an equal opportunity employer and will not discriminate against an applicant or employee based on race, creed, color, national origin (including ancestry), sex, marital status, age, disability, retaliation, sexual orientation/gender identity, military status, citizenship, pregnancy, HIV or Hepatitis C status, use of a trained dog guide or service animal by a person with a disability, genetic information, victims of domestic violence, sexual assault or stalking, or any other classification protected by applicable local, state or federal laws. Legwork does not tolerate discrimination or harassment based on any of these characteristics.
ADA
Applicants with disabilities may be entitled to a reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. Please contact the HR Department at Legwork if you need assistance completing the application or require any other accommodation pertaining to the application process.
Vacancy expired!