Technical Customer Account Manager

Technical Customer Account Manager

Requirements

• 6+ years of customer experience with 2+ years of full-time experience in Payroll, and 2+ years of account management experience
• Proven ability to proactively and reactively support customers, driving their success, happiness, and loyalty through expert guidance and creative problem-solving
• Ability to synthesize and communicate complex subjects clearly and effectively, both verbally and in writing, with customers and internal partners
• Strength in providing effective, expert, and creative resolutions for customers with minimal support, demonstrating agility and critical thinking
• Strong rapport-building skills to foster trust, collaboration, and loyalty with customers, peers, and internal teams
• Ownership in churn identification and mitigation with confidence in navigating retention-focused discussions with customers
• Deep payroll knowledge, pride, and awareness to act as an advocate for the solution you provide, understanding customer needs and promoting satisfaction
• Eager to think creatively, pivot quickly, and work strategically in ambiguous situations to deliver customer-centric solutions

Responsibilities

• Own the customer journey by building trust, rapport, and partnership with your book of business through inbound and outbound phone, email, and Zoom interactions
• Act as a dedicated advisor, building trust in the support you provide to contain most customer interactions from your dedicated customers
• Provide passionate, opinionated, consistent, expert, reliable support as a dedicated point of contact for payroll and benefits inquiries
• Proactively connect with customers to build a deep understanding of their business, your support model, and their preferred connection style
• Identify churn risk and quickly act to deliver solutions to mitigate the risk of churn, using your product knowledge and unique understanding of each individual customer
• Build and maintain relationships built on trust and collaboration with admins to better understand and anticipate their needs
• Partner with your customers and cross-functionally to unblock points of friction, proactively address potential concerns, and build an understanding of individual team needs and processes
• Think creatively, pivot quickly, live in ambiguity, and collaborate strategically. You will be required to expand your critical thinking skills and creatively problem-solve across all areas of the business, with an understanding of a variety of stakeholders and needs
• Display strong product knowledge, including a deep understanding of the competitive landscape to protect against customer churn
• Use your expertise to plan and build solutions for your customers to drive product adoption, and satisfaction, including consulting on products and service solutions
• Become a strategic player to promote customer satisfaction and client retention

Preferred Qualifications

• Experience with Salesforce, Zoom, Google Suite, Google Calendar, Gmail, and Chili Piper preferred