Marchex Inc.

Associate Account Manager

Remote - Full Time

Job Overview

At Marchex, customer success and satisfaction are the highest priority. The Marchex Customer Success Team forms the front line in providing service excellence in the delivery of conversation analytics solutions for current customers. The Associate Account Manager serves as primary operational point of contact for support needs of the customer. As such, the Associate Account Manager takes ownership of all service and support requests, working with both the customer and other Marchex departments to ensure resolution accurately, on-time and in-line with customer expectations.

Job Impact

The Associate Account Manager provides overall day-to-day customer service and support via calls and correspondence to ensure the effective execution of Marchex products and services. The position encompasses product/feature set-up via UI and API’s, building reports, troubleshooting client issues, facilitating, process documentation and tracking service tickets to ensure immediate customer needs are being met.

Team

The Marchex Customer Success Team is dedicated to helping customers achieve their goals. As part of the team, you are responsible for optimizing Marchex’s value in the eyes of the clients by providing them with useful resources, timely and reliable support. As a team we are focused on fostering and developing a mutually beneficial relationship between Marchex and the customers we partner with.


Outline of Duties and Responsibilities

Customer Relationship Management = 40%

· Work directly with and keep the Support Manager and/or Director informed on all customer/account activity, escalating issues as needed.

· Address and respond to customer questions and issues – troubleshoot and work with various internal teams such as Telecom/Client Services, Finance, Product or Operations to ensure timely resolution.

· Assist in the execution of customer projects (porting, introduction of new features/products, bulk orders/changes, etc.).

· Assist customers with basic billing/invoice inquiries. Escalate to supervisor when necessary.

· Respond to Marchex platform user inquiries regarding provisioning and reporting, user set-up and Org administration.

· Participate in weekly update meetings with team leadership to communicate account activity, project updates and outstanding issues.

· Participate in scheduled customer meetings, as needed.

· Closely monitor client usage and identify opportunities to introduce new features as needed.

Application Training and Support for Clients = 20%

· Develop and maintain customer-facing documentation.

· Create and present Marchex UI group training for customers.

· Demonstrate specific UI and product enhancements to existing customer base via web conference.

Full-Service Product Provisioning = 20%

· Perform and process full-service orders, renewals, updates to existing call tracking numbers, add call features, number moves, campaign updates, add integrations, etc.

· Create custom reports for internal or external.

· Creating process guides across different products and UIs.

Reporting = 15%

· Create feasibility assessments for custom reporting requests made by customers.

· Create, manage and deploy various monthly/weekly internal and external reports.

· Run SQL reporting for internal or external customers; for example: historical data, minute usage, DNI campaign data etc.

New Client Set Up = 5%

· Support the Account Directors and/or Director of Sales in onboarding new accounts. Responsibilities include, but not limited to, UI Org Set-up, setting up custom reports, setting up users, training users on provisioning and reporting, and responding to ongoing UI related questions from the customer.


Experience, Skills and Qualifications

· Completion of post-secondary degree/diploma or equivalent experience.

· Minimum of 2 years of experience in a similar client support role, supporting multiple platforms, working closely with account managers and sales teams.

· Good understanding of digital marketing and advertising.

· Intermediate level of proficiency documenting, charting and integrating information utilizing Microsoft Excel, Word, PowerPoint as well as APIs and SQL.

· Excellent data entry and computer skills.

· Ability to coordinate projects and prioritize requests according to established guidelines.

· Solid written and verbal communication skills.

· Comfortable speaking with clients on the phone and in person, as well as conducting web-based training.

· Firm client service focus.

· Keen attention to detail.

· Strong organizational skills and the ability to handle multiple priorities and time sensitive matters.

Apply: Associate Account Manager
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