Scaled Accounts Manager, US

Full-time - Entry Level

Boston, MA

Publishing Industries

About the position

The Scaled Accounts Customer Manager supports the success and satisfaction of our largest customer segment. In this role, you will work within the Customer Success team, responding to CS-related requests throughout the customer journey. This role requires excellent communication and problem-solving skills to drive a positive customer experience, product adoption, retention, and value.

Responsibilities

• Proactively respond to and resolve customer questions and issues in a timely and efficient manner, aligning to SLAs and excellent service levels across ticket management and calls
• Educate customers on best practices, product features, and functionalities to help them achieve success and maximise the value of their investment
• Identify and escalate complex issues to the appropriate team when necessary, ensuring swift resolution and minimal impact on the customer
• Monitor customer interactions, feedback, and recurring issues to help drive insights into customer needs and trends for continuous improvement
• Work closely with cross-functional teams, including the Exclaimer Desk and Support team, to ensure a seamless experience
• Gather and relay customer feedback to help inform product improvements, feature requests, and enhancements

Requirements

• Strong written and verbal communication skills
• Excellent problem-solving abilities and a customer-first mindset
• Familiarity with Salesforce
• Ability to manage time effectively, prioritise tasks, and handle multiple customer issues with professionalism and empathy

Benefits

• Healthcare
• Life insurance
• 6 weeks - work anywhere option per year
• Employee Assistance program
• Contributory retirement savings plan
• Opportunities for training & development
• Great team and culture
• Discounts portal
• Income protection Insurance
• Online GP services