Customer Experience Account Manager

About The Role

As a Customer Experience Account Manager, you will have the opportunity to provide best-in-class service to our growing customer base via phone, email, text, and Teams. The ideal candidate has a strong passion for best-in-class operational and strategic excellence, team engagement, and customer experiences. Youwill report to the Director of Performance Accounts.

• Commitment to providing "wow" service experiences, building on (and improving upon) our very high recommendation rate
• Superb telephone etiquette
• Eloquent prose skills
• Proficiency with MS Outlook, Word and Excel
• Experience with Salesforce is required
• Web-savvy, comfortable with social media tools and all things web-related
• Outstanding organizational skills, with strong follow-through on tasks
• High energy, positive attitude
• A serious interest in learning, and sharing those learnings with others for the betterment of the organization
• Experience working with clients around annual renewal of their agreements is required
• Excellent time management skills
• Excellent problem solver, with a strong focus on The Why

• Proactive outreach to your portfolio of customers by phone, email, and text; impeccable prose and time management is required
• Lead web conference Business Reviews for customers
• Attend conferences and networking events
• Schedule and lead check-in meetings for existing customers needing ongoing training
• Identify opportunities to increase revenue with existing customers
• Collaborate with sales, production and other functions, ensuring cohesive communications to our customers
• Meet team goals & OKRs
• Be a product expert for our customers and Support team members
• Annual renewals with your book of business, maintaining our high retention rate
• Monthly collections
• Own all communication and customer journey for your book of business, ranging from 500-600 accounts

• Base plus commission based on performance
• Results Only Work Environment (ROWE)
• Strong company-wide communication; everyone has a very clear understanding of how the business is performing.
• Great health insurance, long-term disability insurance, and life insurance.
• 401k matching
• Company-wide events and happy hours.
• Kind, team-oriented, and dog-friendly work environment.
• Unlimited FTO
• Every person in the company moves our needle. We have no dead weight getting in the way, no negative attitudes bringing people down, and no bureaucracy adding friction to our progress.