Customer Experience: Account Manager

$41,600 - $52,000/Yr

Datawatch Systems - Austin, TX

Full-time - Entry Level

Austin, TX

Administrative and Support Services

About the position

As the Customer Experience Account Manager at Datawatch Systems, Inc., you will play a crucial role in ensuring that customers receive exceptional service and support. Your primary responsibility will be to meet established metrics for customer satisfaction while collaborating with a high-performing team. You will engage with both customers and subject matter experts to understand their needs, drive satisfaction, and promote upselling and cross-selling strategies. This position requires a proactive approach to customer management and a commitment to continuous improvement in customer experiences.

Responsibilities

• Share insight and lessons-learned with your counterparts and other departments as needed.
• Be the voice-of-the-customer and provide guidance to our customers while resolving challenges.
• Identify and steer upsell opportunities.
• Serve as the gate keeper for your accounts, taking personal ownership of customer outcomes.
• When requested, train team members on systems and processes.
• Provide the best customer experience and align with business goals and objectives.
• Suggest continuous improvement efforts and enhance customer experiences, while ensuring adherence to processes and strategies.
• Follow guidelines of workflows and working towards time-saving strategies.
• Engage as a cohesive, collaborative, team member across the group.
• Act as a Project Manager, ensuring accountability and timely execution to all customer inquiries.
• Ability to work outside of standard business hours in support of customer inquiries / business needs.
• May be required to travel for extended periods of time.

Requirements

• 1+ years of experience in Customer Service/Experience/Success teams, with a proven track record of highest customer satisfaction.
• 1+ years of hands-on experience in customer-facing technical role.
• Genuinely compassionate about the experiences you create, with an authentic customer service mindset.
• Strong communication and presentation skills.
• Organized and detail driven.
• Proven track record of collaboration within cross functional teams.
• Prior customer service/account management experience.
• Strong presentation and customer skills, with a clear ability to establish your credibility.
• Excellent writing and speaking skills.
• Strong skills with Microsoft Suite tools.

Nice-to-haves

• Experience in Commercial real estate is a plus.

Benefits

• Full-time position with competitive pay range of $20.00 - $25.00 per hour.