The Account Manager drives customer onboarding and support, manages client accounts, analyzes satisfaction trends, and identifies upsell opportunities.
About the Role
The role of the Account Manager for Automatiq spans from assisting in the onboarding process to ensure it is seamless, attending to the customers support needs when using any of the products we offer, as well as proactively reaching out to verify that our customers are using our products in the best way possible for all of their processing and pricing needs. As an Account Manager, you would be responsible for the beginning stages of training new users on software in conjunction with Onboarding & Activations Specialists. You would perform follow up calls with new customers for a brief introduction of the software, provide troubleshooting assistance, track feature requests, and escalate issues to the appropriate departments. You will also have opportunities to cross sell and up sell your current clients.
Responsibilities
- Drive the successful transition of Automatiq 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 accuracyIdentifying 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
Core Qualifications
- Excellent problem solving skills
- Ability to take the initiative and make decisionsExcellent communication skills
- Ability to multi-task and be flexible to accommodate the needs of the team
- Excellent team player
- Strong work ethicHigh 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
Preferred Qualifications
- Experience in the entertainment/ticketing industry
- 2+ years in a business customer-facing role, preferably in account management
About Us
Automatiq is the leading all-in-one software platform in the live event ticketing world, serving resellers of all sizes. Our technology suite streamlines the entire ticket resale process, from effortlessly listing tickets on multiple exchanges to dynamically adjusting prices based on market shifts, and even ensuring tickets reach event-goers promptly.
We are data-driven and customer-obsessed as we work to solve interesting and complicated challenges in a fast-growing global market. We are equally relentless in maximizing our team’s career goals and aspirations by building a company of people who share the same drive and passion. If you are looking for a culture based on great people, technical excellence, and continued growth — where your contributions and ideas really do make a difference — come join us at Automatiq!
Automatiq is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Fair Chance Notice for California Applicants
Automatiq considers qualified applicants with arrest or conviction records. Criminal history disclosure or background checks occur only after a conditional job offer. A criminal history may have a direct, adverse, and negative relationship with the following duties of the role:
—Access to transaction data, privileged information, proprietary information, etc.
—Interactions with customers, employees, vendors, agents, and third parties.
Such a history may potentially result in the withdrawal of a conditional offer of employment. If a conviction directly related to the job raises concerns, candidates will have the opportunity to explain circumstances surrounding the conviction, provide mitigating evidence, or dispute the background report.
Top Skills
Customer Support Ticketing Systems
Excel
Google Docs
Google Drive
Google Sheets
JIRA
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