Account Manager - Customer Support

The Account Manager will build and maintain customer relationships while providing solutions pertaining to McLeod Software. Also, the Account Manager will work in conjunction with the internal support teams with the goal of resolving any issues for a customer or identifyingappropriate modifications that may be needed to meet the customers’ needs.

Responsibilities

• Accurate and timely issue resolution
• Serve as the primary and central point of contact for all account related activities and updates
• Manage all Help Desk and Support related situations for assigned accounts
• Conduct regular, proactive review of and communication with customers on open items
• Responsible for continuous growth in technical understanding and skills
• Identify specific opportunities for improvements to business processes, training, upgrades, modules, interfaces, etc. that would be beneficial to the customer
• Understand and document basic architectural environment, business operation, and company profile for each assigned customer
• Inform management of any significant new or events related to customers
• Provide backup support for other Account Managers
• Participate in customer billing review and assist with resolving billing issues/disputes as needed
• Train fellow team members
• Continually evaluate open/aged requests for completion.
• Escalate latent resolution items to management level for prioritization.

Competencies

• A minimum of two years’ experience providing technical support to end users (hardware and software support)
• Knowledge of business accounting principles preferred
• Experience with one or more of the following DBMS (SQL Service, Oracle, DB2)
• Ability to work independently and as a member of a collaborative team
• Excellent analysis and assessment of business needs and cross-system impacts
• Working knowledge of the transportation industry preferred

Education/Experience

Bachelor’s degree in Business, Account, Computer Science or equivalent work experience.