Customer Experience Account Manager

We are excited to announce that our business is thriving, and we are searching for an exceptional Customer Experience Account Manager! We are fortunate to have an overwhelming demand for our innovative and unique authoritative number ownership SaaS platform solutions to our target audience of over 32,000 enterprise businesses, contact centers, and service providers nationwide! Are you currently leading the account management efforts in your current role but just not passionate about the value your products and services offer? Or are you ready to prove your ability to excel by stepping into a leading role? If you are that entrepreneur-spirited account relationship-driven leader who thrives in providing valuable services to the customers and prospects we serve, apply now! Join a team with a culture of extreme ownership, where every team member taps into their unlimited potential and owns their outcomes, rewards, and celebrations is infectious! Our passion for disruptive innovation and building next-generation products and services provides tremendous value to every organization and individual we serve. Our promise to you and each other is we hire and surround ourselves with only the best!

In a limitless world fueled by digital identity and machine learning, Porting.com (PortControl) and Atlc.com (ATLaaS) deliver number ownership and control that is simple and empowering. Our services enable intelligent collaboration between people, technology, and back-office solutions on one, user-friendly platform that ensures number ownership, brand preservation, monetization, and benefits for every individual and organization we serve.

As a Customer Experience Account Manager, you will be a member of the leadership team reporting to the CEO. You will be the primary point of contact for all accounts, responsible for fostering strong relationships with current and potential clients, understanding their needs, and delivering valued solutions. Your focus will be on enhancing the overall customer experience, driving upsell and retention, and identifying opportunities for development and growth.

Key Responsibilities:

• Client Relationship Management: Cultivate and maintain strong relationships with key stakeholders including existing and potential new clients. Serve as the main point of contact for all client inquiries, requests, and escalations.
• Feature Rollout Project Manager: Lead and collaborate with internal departments to develop and execute strategic plans for the successful rollout of new features, including those with partners or developed internally.
• Extreme Ownership: Participate in leadership team meetings to collaborate and share progress on key initiatives.
• Understanding Client Needs: Conduct regular check-ins and consultations to gain insights into client objectives, challenges, and priorities. Proactively identify opportunities to enhance service offerings and address client pain points.
• Solution Development: Collaborate with internal Client Experience, Sales, and Marketing teams to develop customized solutions that align with client goals and objectives. Prepare and present proposals and recommendations to clients, highlighting the value proposition of our products and services.
• Account Growth: Drive account growth and revenue through upselling and cross-selling initiatives. Identify opportunities to expand service offerings and increase client engagement. OTE goal of $100K plus.
• Issue Resolution: Address client concerns and issues in a timely and effective manner. Serve as an advocate for the client within the organization, ensuring prompt resolution of any issues or challenges.
• Performance Monitoring: Track and analyze key performance metrics for assigned accounts, including satisfaction levels, retention rates, and revenue growth. Develop action plans to address any areas of improvement.
• Client Advocacy: Champion the voice of the client within the organization, providing feedback and insights to inform product development, marketing strategies, and service enhancements.
• Market Awareness: Stay informed about industry trends, competitive landscape, and emerging technologies. Share relevant insights with clients to help them stay ahead in a rapidly evolving marketplace.
• HubSpot CRM customer data accuracy and integrity: Ensure all customer account data is accurate, up to date, and data integrity is maintained. Work with all departments and CX leads to ensure this information is utilized to ensure your success and retention of customers

Requirements:

• Bachelor’s degree or equivalent on the job experience in business administration, account management, customer service, communications, or related field.
• Proven experience in account management, client relations, or sales. Telecommunications and SaaS or related industry experience preferred.
• Effective communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Excellent problem-solving abilities and a customer-centric mindset.
• Demonstrated ability to work effectively in a fast-paced, team-oriented environment.
• Proficiency in CRM software (HubSpot preferred) and Microsoft Office Suite and MS Teams
• Results-oriented mindset with a focus on driving client satisfaction and business outcomes.
• 3 years’ experience in telecommunications Account Management.
• Excellent organizational skills to track priorities in a fast-paced environment.
• Experience working within a SaaS / Self-Service Technology company and Telecom preferred.
• Experience using data and analytics to improve customer satisfaction, product optimization and to promote new products/services.
• Experience managing multiple products and client bases.

Benefits:

• Competitive salary and commission-based incentives.
• Medical, dental, vision, life insurance – 100% paid for employee coverage
• Simple IRA with company match
• 12 days' PTO in first year
• 11 Holidays
• Relaxed dress code.
• Hybrid / office & remote

Job Type: Full-time

Pay: $60,000.00 - $80,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus opportunities
• Commission pay

Work Location: Hybrid remote in Bend, OR 97702