At OutboundEngine, we take great pride in the fact that we’ve been named Best Places to Work in Austin three years in a row by providing an excellent product for small business owners and by treating our employees as our most valued resources. This doesn’t just mean happy hours and snacks and the usual start-up perks (though we certainly provide those); it means that we take our employees’ comfort, career development, and feedback very seriously.

The Junior Account Manager will be responsible for supporting the needs of OutboundEngine’s enterprise and agency accounts as well as strategic ReadyChat accounts. You will focus on customer satisfaction and strategic growth of accounts by ensuring all operations, both internally and externally, are running smoothly. This individual must be 100% customer focused, working across all different departments to deliver best-in-class service and experience to these strategic accounts.

Day-to-day, you will serve as the main point-of-contact to the account admins and stay on top of all new and pending activities related to the accounts that you are assigned. You will be utilizing Salesforce, OE app, Google Suite products (e.g. Sheets, Slides, Forms) to effectively and efficiently perform your duties. It’s imperative that you respond to customer inquiries and internal communications in a timely manner and stay on top of all your projects/tasks.

What You’ll Be Doing:

• Serve as the main point-of-contact for account admins for assigned accounts
• Set up and onboard new accounts (e.g. collect user information for account creation, create user opportunities in Salesforce, setup and customize user accounts in the app, track set up and onboarding progress for each user)
• Pull weekly, monthly and quarterly account activity/performance reports (e.g. collect data from Tableau, input performance information into custom reports for accounts)
• Track and manage enterprise/agency user onboarding progress (e.g. reach out to users that have not scheduled onboardings, update/maintain onboarding tracking sheet for each account, create and maintain onboarding spec documents, run training for the onboarding team to properly set expectations for each account and their specific needs)
• Manage and maintain the account management tracker for both OutboundEngine and ReadyChat to properly document all account activities
• Create and maintain CS training materials for properly handling enterprise/agency user tickets and onboardings
• Collaborate with Enterprise Sales Directors to close deals and properly onboard new accounts
• Create new user accounts and deactivate closed user accounts as needed and update account information in all required documents/databases
• Address ReadyChat customer inquiries (e.g. expansions, cancellations, billing, custom invoices, monthly reports)
• Work with various departments to optimize processes and create solutions based on customer needs (e.g. marketing, product, operations, finance, CS)
• Manage task calendar and deadlines to meet customer needs
• Build and fix custom campaigns for customers
• Upload and manage contact lists on behalf of customers
• Update user app settings and information as needed
• Manage account opportunities in Salesforce to ensure all information, notes, and quotes and current
• Submit JIRA tickets and follow-up as needed until the ticket is resolved
• Create monthly and bi-weekly campaign preview documents for customers
• Take detailed notes during customer meetings and provide a summary of discussion items, agreements and next steps to the Account Manager
• Transfer customer feedback on campaigns to various documents as needed for internal review
• Create presentations for customer meetings
• Support the Senior Account Manager with ad-hoc and miscellaneous requests related to customer needs
• Submit a weekly report to the Sr. Account Manager outlining key accomplishments for the week
• Maintain overall health of all responsible accounts to encourage renewals and reduce churn

Qualifications:

Must-haves

• Deep knowledge of OE products (including back-end dashboard) and internal processes and tools (Salesforce, JIRA, Zendesk, Google Sheets, Slides, PowerPoint, Excel, Forms)
• Creative problem solving skills. Must be able to think critically and handle challenging customer requests without hesitation
• Excellent project management and organizational skills with ability to complete tasks/projects efficiently and on time
• Ability to prioritize and re-prioritize tasks based on changing customer needs (your priorities will shift daily, sometimes every few hours)
• Strong verbal and written communication skills. Must be able to conduct high-level conference calls and craft sophisticated emails as you will be dealing with customers at the executive level
• Self-motivated and proactive attitude

Nice-to-haves

• Previous account management experience
• Experience managing executive level customers
• Familiarity with Asana

What's in it for you:

• Competitive guaranteed base salary with unlimited commission potential.
• Sales education opportunities, strong career and leadership development programs.
• 100% Paid Insurance (medical, dental, vision, life and disability).
• Generous PTO, accrue 3 weeks annually and a paid two week holiday break at the end of the year.
• Company-paid downtown parking, bus or metro pass.
• Fully stocked kitchen with snacks, beverages and catered lunches on Wednesdays.
• Casual dress and music rocking all day.
• An awesome work environment and positive work culture, which celebrates employees success!
• Company events, such as private concerts, happy hours, team outings, holiday parties and more.