Customer Experience: Account Manager

Overview:

As the Customer Experience Account Manager, you will be responsible for ensuring our customers receive the best experience. In this role, you will be responsible for meeting established metrics for the group - ensuring the highest customer satisfaction.

Reporting to the Manager of Customer Experience, you will be pivotal in maintaining a collaborative and high-performing team environment, ensuring targets are met. You will engage deeply with Datawatch subject matter experts and customers to understand their needs, drive customer satisfaction and promote up sell and cross-selling strategies. You will deliver exceptional customer solutions and experiences, championing cross-selling efforts, and collaborate with your teammates.

Applicants must be willing to submit to a drug screening and criminal background check. EOE/M/F/V/D-DCJS #11-2294

• Location: Austin, TX
  
• Travel: Yes (10% - 15%)
• Salary Range: $20-25.00/hour

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.
• Additional duties as assigned.

Qualifications:

• 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.
• You thrive in dynamic, fast-paced environments and are known for effortlessly navigating and leading through change, ensuring a strategic focus on customer success and consistently exceeding business objectives.
• 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.
• Experience in Commercial real estate is a plus.