Marchex Inc.

Associate Account Manager

Remote
Full Time
Mid Level

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.

Share

Apply for this position

Required*
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status


Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Human Check*