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Account Manager

Account Manager

Nationwide Allows remote Full-time
POSITION PURPOSE
As an Account Manager on the Restaurant Success Team, you will be a core contributor to building a world-class support organization to serve our merchants. Our ideal candidate will be someone who truly cares about client success, is technically savvy, has experience training users, and can work across functional areas.  
 
 
ESSENTIAL FUNCTIONS
  • Serves as the lead point of contact for all customer account management matters, including retention and billing
  • Applies product and technical knowledge to analyze, diagnose, troubleshoot, and resolve complex customer issues with ownership
  • Makes customers voices heard by providing feedback to technical support, product, and development on client issues
  • Proactively engages with clients keeping them informed about new product offerings
  • Ensuring clients are trained on new features and products
  • Finds and defines use cases for every customer to recommend product and services
  • Collaborates with the sales team to ensure knowledge is shared throughout the sales, implementation, and onboarding process
  • Tracks account metrics and prepare reports on account status

MINIMUM QUALIFICATIONS
  • Strong analytical, troubleshooting, and problem-solving skills
  • Sociable and able to build successful relationships with all types of customers
  • Sense of ownership with a desire to work closely with customers
  • Empathy with the ability to put yourself in the shoes of the customer
  • Excellent written and verbal communication skills, able to explain complex concepts clearly
  • Solid experience working with CRM software (e.g. Salesforce, Zoho CRM, or HubSpot)
  • Proven ability to handle multiple account management projects at a time while maintaining attention to detail
  • Skilled in supporting and learning multiple products and services used by clients and applying that knowledge to address the customers problems
 
EXPERIENCE REQUIREMENTS 
  • 2+ years in customer support, customer success, sales, account management, or similar
  • 2+ years in the hospitality industry (desired)
  • 1+ years working with, or supporting, point of sale (POS) software
  • Fluent in Spanish (desired)
 
EDUCATION REQUIREMENTS
  • High School Graduate
  • Some College
 
PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS
  • Must be able to remain in a stationary position a minimum of 50% of the workday
  • The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
  • Occasionally lifts and carries equipment in the office weighing up to 20 pounds

 

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this classification.  They are not to be construed as an exhaustive list of duties so assigned. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This job description is subject to change at any time.
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