Account Manager (Lysted)

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:

• Assisting with client onboarding process and performing demos
• Maintaining and improving relationships with existing clients
• Communicating rates and our billing process
• Auditing current CRM database and updating for accuracy
• Identifying accounts where the product is underutilized
• Analyzing customer trends in satisfaction and revenue to gauge the success of new and existing products
• Working 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
• Communicating 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

Requirements:

• Excellent problem-solving skills
• Ability to take the initiative and make decisions
• Excellent communication skills
• Ability to multi-task and be flexible to accommodate the needs of the team
• Team player attitude and strong work ethic
• High 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
• Proficient with Microsoft Excel
• 2 or more years of customer service/Account management experience

Huge Plus:

• Experience in the entertainment/ticketing industry
• Ability to travel occasionally to meet clients and attend trade shows
• Experience with Hubspot or another CRM