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Senior Account Manager

at Unite USA Inc in New York   —   Jun 27, 2014   |  
Kareem Elsirafy COOTaylor Justice CBODaniel Brillman CEOAndrew Price Director of Outreach
Unite US Inc. is a technology solution that empowers non-profit and service organizations with veteran initiatives make a collective impact on the US military and veteran community. Our Software as a Service solution provides community management for organizations with large membership databases manage their public image, communication and marketing, event coordination, and provides valuable data and analytics on an organizations membership while streamlining their operations workflow from one easy to use tool. In addition, organizations that provide assistance fulfillment are provided with a custom case management platform to ensure compliance and effectiveness in assisting the various requests from the military and veteran community.

Unite US Inc. is in search for a motivated Customer Account Manager to help software clients transition to, and get acclimated with our community and case management software. Do you want to work in a rewarding and creative start-up environment? Do you have a passion for veterans or making a positive impact on service members who have served this country? Are you looking to join a new company with the potential of managing your own team? Do you want to dress casually and comfortably while at work? Awesome. We want to talk to you!
Attend conference calls and meetings as part of the discovery process for understanding organizations’ workflow
Execute the client onboarding process, following established standard operating procedures
Conduct webex demonstrations and tutorials on how to best maximize operational efficiency
Ensure daily workload and commitments have been completed timely and accurately within established requirements
Provide outstanding quality customer support with a high degree of customer satisfaction, technical expertise, thorough and timely response to customers
Call ownership from initial customer contact to call resolution which includes supporting escalations if appropriate and providing customer updates
Enter and maintain customer call problem/description detail integrity in call tracking system
Consistently model the highest levels of support orientation and professionalism
Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery
Follow-up with customers on all open tickets to ensure customer satisfaction
Participate in support rotation to provide emergency after hours customer support
Adhere to Support Center Practices (SCP) guidelines
3-5 Years customer service experience
12-18 months Account Management Experience
Experience with Software as a Service products
Provide excellent customer service skills with a proactive approach for customer satisfaction
Strong verbal and written communication skills with demonstrated ability to communicate effectively
Exude confidence and can set and manage customer expectations
Manage a customer base of 25+ customers
Ability to prioritize and juggle many tasks or projects at once
Demonstrate effective collaboration and time management skills
Experience handling difficult or sensitive situations in a professional, timely and thorough manner
Ability to set and manage customer expectations
Highly motivated and team oriented
Strong leadership abilities
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