Account Manager

RateLinx; Scottsdale (AZ); Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

PTO immediately upon hire

Medical, Vision and Dental Insurance (

Job summary

RateLinx, a leading logistics SaaS provider, seeks an Account Manager to handle day-to-day customer service and tech support for assigned accounts. You will use your SaaS background to configure systems, resolve issues, and deliver value-added support.

You will collaborate with customers to triage issues, document use cases, and work with Engineering to translate needs into user stories. A strong, proactive communicator will thrive in this role.

Qualifications

• At least 2 years of Account Management experience with emphasis on technical troubleshooting and issue resolution.
• Experienced customer service professional.
• Detailed SaaS support professional.
• Background in technology and tech-savvy mindset.
• Understand SaaS to exceed customers’ expectations.
• Self-learning and openness to feedback.
• Excellent communication and teaching ability.
• Proactive and persistent to get tasks done.
• Experience in the logistics and transportation industry.

Responsibilities

• Solve customer issues by collaborating with customers to resolve system usability and functional issues.
• Triaging support tickets to create user stories for Engineering Team.
• Be an expert on RateLinx software functionality and capabilities.
• Coordinate with internal teams to ensure timely issue resolution.
• Act as the primary point of contact for assigned customers.
• Maintain a reliable, trusting relationship with customers.
• Meet with customers to identify requirements, opportunities, and product fit.
• Conduct virtual application training for customers.
• Ensure customers maximize the value of RateLinx SaaS solution.
• Document key customer use cases and create system setup docs and specs.
• Ensure support issues and enhancements are resolved completely and within SLA.

Skills

Account Management

Technical Troubleshooting

Customer Service

SaaS Knowledge

Job description

Salary Range: $75k - $85k

Who We Are

RateLinx is a leading logistics and transportation SaaS provider delivering TMS, real‑time visibility, and freight audit & payment solutions on a single platform. We help shippers reduce costs, improve service, and optimize their supply chain operations through data‑driven insights and collaborative problem‑solving.

Our team lives our core values—responsive, reliable, knowledgeable, confident, innovative, nimble, and collaborative. If this sounds like you, we’d love to meet you.

What You Will Do

The Account Manager is responsible for day-to-day customer service and technology support management of assigned customers. You will use your SaaS support experience to solve customer issues, assist the customers with system configuration, and provide value‑added customer support.

You will solve customer issues by:

• Collaborating with the customers to resolve system usability and functional issues.
• Triaging customer support tickets to build user stories for the Engineering Team.
• Being an expert on the functionality and capabilities of the RateLinx software.
• Managing customer issues with RateLinx’s internal teams to ensure issue resolution.

You will improve the customer experience by:

• Acting as the primary point of contact for assigned customers.
• Maintaining a reliable, trusting relationship with the customers.
• Meeting with the customers to identify requirements, opportunities, and product fit.
• Conducting virtual application training with customers.
• Ensuring the customers are maximizing the value of the RateLinx SaaS solution.
• Documenting key customer use cases for system setup and custom integrations.
• Creating system setup documents and functional specifications.
• Being accountable that support issues and system enhancements are resolved completely, accurately, and within SLA guidelines.

Who You Are

• You have at least 2 years of Account Management experience with an emphasis on technical troubleshooting and issue resolution.
• You are an experienced customer service professional.
• You are a detailed SaaS support professional.
• You have a background in technology and are tech savvy.
• You understand how SaaS works to exceed customers’ expectations.
• You are intelligent and curious about systems that are not working.
• You take responsibility for self‑learning, seeking feedback on performance.
• You are an excellent communicator and can teach others how to use software.
• You work until things get done.
• You have experience in the logistics and transportation industry.

Why Work for RateLinx

• 3x Top Workplace Award Winner via AZ Central (2024-2026)
• In‑office position that has views of the mountains
• Flexible schedule and hybrid work opportunities
• Friendly, professional, and collaborative workplace
• Business casual dress code
• PTO eligible immediately upon hire
• Medical, Vision and Dental Insurance (RateLinx pays 80% of the premium)
• Employer‑Paid Life and Disability Insurance.
• Voluntary Life Insurance and Pet Insurance available at a group rate
• Flexible Spending Account (FSA)
• 401(k) + employer match

We’re growing quickly and looking for high‑energy team members who want to make an impact, support our customers, and have fun doing it.

To learn more about us, visit https://www.ratelinx.com/about/