The Customer Service Representative (Account Manager) is responsible for growing assigned customer base within a defined territory by onboarding new service providers, identifying key providers and developing deep relationships while supporting all service providers’ day to day needs. Key to this role is combining a consultative approach with an equal mix of business process and technical knowledge. As a trusted advisor, help service providers improve their usage of the open toolset and help ensure long-term success. Able to “multi-task” – communicating on the phone while entering data into CRM and looking up information in databases are key components of the role.
Responsibilities include but are not limited to:
Monitor customer activities & results to decrease churn
First point of contact w/customers, resolving customer requests to increase customer satisfaction
Engage with customers to understand challenges, quickly and accurately assess root cause, and provide prescriptive action plans to address.
Work with Student Support and Sales Teams to ensure alignment around customer goals and needs in order to maximize Life Time Value (LTV) of the students.
Identify expansion opportunities
Ensure customers achieve maximum value from their investment in the Open Toolset and fully utilize all the features of the system
Provide a phenomenal customer experience that ensures satisfaction and promotes loyalty.
Own and drive relevant escalations to rapid and successful conclusion.
Establish strong working relationships with colleagues in Sales, Marketing, Development, Product, and other internal resources as appropriate.
Regularly contribute to company core values.
Cultivate relationships within territory and broader community
Manage content for email templates, scripts, knowledgebase & customer FAQs to maintain consistent messaging
Continuous feedback to product development team to improve product functionality
Share best practices with peers across the department
Work with management on innovative ways to grow the territory and company
Support new company initiatives at the customer level
Job Skills & Requirements:
Minimum of 3 years relevant work experience in one or more of the following: technical support, account management, project management or consulting -- ideally with CRM or related applications (i.e. ERP systems) in a SaaS environment
CRM and/or computer database experience – functional and technical preferred
Navigate, escalate, & lead efforts on complex customer requests
Knowledge of business process automation
Understand and articulate the value of Software as a Service (SaaS) to customers so they can use it for its highest benefit
BA/BS degree (or equivalent work experience)
Possess excellent verbal and written communication skills and customer management skills
Excellent interpersonal skills and the confidence to be an honest advocate, willing to push back when needed.
Perched above Petco Park in San Diego, California, TakeLessons' headquarters is home to an amazing team of very unique individuals who exemplify the best in creativity, motivation and passion – for what we do, who we are, and where we want to go. We embrace a team mentality, hold each other accountable for our successes (and failures), and never settle for anything less than extraordinary We’re a VC-backed software technology company and we’re looking for talented people who want to help us work toward a purpose bigger than ourselves!
Full-time employees receive company benefits including medical, dental, life, Paid Time Off (PTO), holidays and a discount on music lessons. Stock options are offered after one year of service.
- Equal Opportunity Employer - We welcome and appreciate all walks of life!
- No relocation provided
- No agencies or phone calls please
TakeLessons - 16 months ago
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