Account Manager

Employment Type: Full-Time Employment

Work Setup: Onsite onboarding for a two to four weeks, followed by a transition to a remote setup.

Work Schedule: Night Shift (Following U.S. Eastern Time Zone)

Location: Eastwood, Libis, Quezon City

Salary Package: 50,000 PHP to 85,000 PHP/Monthly

We are seeking a proactive and technically-minded Account Manager to champion our clients' success and ensure the seamless operation of our SaaS platform. You will be the primary point of contact for your accounts, building strong relationships by providing exceptional support, strategic guidance, and tailored solutions. Your role is pivotal in maintaining customer satisfaction and driving account growth. Key responsibilities include managing the customer lifecycle from onboarding to renewal, utilizing Zendesk to resolve inquiries and gather feedback, and vigilantly monitoring our platform to identify and report bugs. You will act as the voice of the customer, collaborating with internal teams to optimize processes, ensure compliance, and contribute to product improvement. The ideal candidate is a natural problem-solver who is passionate about delivering a flawless customer experience and managing the operational health of their accounts.

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 product and services. Identify opportunities for upselling and account growth, collaborating with internal teams to ensure seamless service delivery.
• SaaS Dashboard Management: Maintain the integrity of the platform's automated systems by vigilantly identifying and reporting bugs. Collaborate with management to resolve issues swiftly, minimizing risk and ensuring uninterrupted customer workflows.
• 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 team to escalate and resolve complex technical problems, documenting the resolution process within Zendesk.
• Product Knowledge: Maintain a deep understanding of our SaaS product 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. 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 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.

Job Requirements:

• Bachelor's degree in Business Administration or related field.
• Proven experience as an Account Manager, Key Account Manager, or in a similar client-facing role for at least 5 years.
• Exceptional communication, presentation, and negotiation skills, with a proven ability to influence stakeholders and build client- focused solutions.
• Strong organizational skills with a demonstrated ability to manage multiple projects and deadlines without compromising attention to detail.
• A proactive problem-solving mindset and a hands-on willingness to see tasks through to completion, both independently and collaboratively.
• Proficiency with Zendesk, Microsoft Office (especially Excel), and collaboration tools like Slack and Zoom.
• Familiarity with compliance regulations (e.g., financial, legal) is a plus.
• Must have a professional and reliable internet connection and dedicated working environment.
• Experience in or familiarity with the auction, self-storage, real estate, or financial services industries is preferred.
• Experience with working in a start-up environment is highly preferred

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