The Account Manager will onboard clients, provide support, build relationships, track feature requests, and upsell products to ensure customer satisfaction and retention.
About the Role
We are seeking an Account Manager to join our growing team, supporting our Lysted product. The role of the Account Manager (Lysted) 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, and proactively reaching out to verify that our customers are using our products in the best way possible. As an Account Manager, you would be responsible for helping onboard new users through demos and migrations. You would perform follow-up tasks with new users for a brief introduction to provide troubleshooting assistance, track feature requests, and escalate issues to the appropriate departments. You will establish relationships with large users to build a book of business and present opportunities for up-sell / cross-sell and prevent churn.
Responsibilities
- Assist with client onboarding process and perform demos
- Maintain and improve relationships with existing clients
- Communicate rates and our billing process
- Audit current CRM database and updating for accuracy
- Identify 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, Customer Support, and Directors of Account Management to create a seamless experience for the customer
- Provide high-level customer support, documenting solutions, de-escalating issues & maintaining customer satisfaction
- Communicate with CSR 1&2 for improvements in customer responses & handling
- Track and communicate software feature requests
- Upsell/Cross-sell additional products to our client base
Core Qualifications
- Excellent problem-solving skills
- Ability to take the initiative and have good judgement in making decisions
- Excellent communication skills
- Able to handle multiple tasks simultaneously and adapt to meet the team's needs
- Team player attitude and strong work ethic
- High level of organizational skills and attention to detailGood 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
- Proficient with Microsoft Excel
- Proven ability to thrive in a remote work environment
- 2+ years of customer service/account management experience
Preferred Qualifications
- Experience in the entertainment/ticketing industry
- Ability to travel occasionally to meet clients and attend trade shows
- Experience with Salesforce or another CRM
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
Excel
Google Docs
Google Drive
Google Sheets
JIRA
Salesforce
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