On behalf of our Client based in Dublin, we are hiring an Account Manager to join their team on an initial 11 month contract. This role will be Hybrid with 3 days on site in their offices. This role would be within the Sales & Marketing team.
Role Responsibilities
* Act as a point of escalation for long-tail partners and clients, coordinate customer calls and remote troubleshooting when required
* Own and engage with a growing portfolio of 100+ partners and direct clients
* Work closely with product and engineering teams to ensure high customer satisfaction Collaborate with other regional
* Scaled Support Account Managers to review account health and proactively identify gaps in customer/product experience
* Maintain and report customer account health and other key metrics Ensure that escalated Business
Required
3+ years of technical support experience delivering/ enabling support
3+ for enterprise applications or being in customer success/account
3+ management
Experience of enterprise cloud software and concepts (e.g. Single Sign On), integration with cloud service providers (e.g., AWS), and APIs Excellent communicator with the ability to simplify and clearly explain technical concepts to a non-tech savvy audience Excellent analytical skills to accurately respond to customer and partner needs at scale Ability to build relationships and effectively leverage them to remove blockers and expedite work Demonstrated experience of excellent troubleshooting of customer and partner escalations in a ticket based workflow while achieving SLA requirements and managing critical escalations Leverage tools and technology to deliver value to multiple accounts at once through one to many programs Ability to embrace the mindset of continuous improvement and actively contribute to processes that help scale the service Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action
Preferred
2+ years of experience in working in scaled account management programs
2+ in mid-market or enterprise companies
1+ years of Project Management experience preferred, or commensurate
1+ certification
Incident and Escalation management best practices