Account Manager - BigChange

USA Simpro Software Ltd.; Miami (FL); On-site; USD 55,000 - 85,000; Full time

Job summary

Simpro Group is seeking an Account Manager to maintain proactive communication with customers, guide them through our journey, and optimize software usage for long-term success.

You will drive satisfaction through multi-channel support, identify workflow inefficiencies, and partner with teams to deliver value and growth. Strong interpersonal and problem-solving skills are essential.

Qualifications

• Experience in a customer-facing role (Account Management or technical implementation in SaaS is a plus).
• Customer-centric mindset with a focus on delivering value to customers.
• Proactive and collaborative across teams to achieve commercial outcomes.
• Strong interpersonal skills and ability to build trust with stakeholders at all levels.
• Background in business process software in a customer-facing role is a plus.
• Tech-savvy with the ability to explain complex technical topics clearly.
• Excellent customer service and problem-solving skills.
• Ability to work under pressure and thrive in a team.

Responsibilities

• Maintain regular, planned communication with nominated accounts focused on retention.
• Guide customers through the Simpro Group journey and leverage available resources.
• Identify inefficiencies between customers and their software/workflows and communicate updates.
• Drive customer satisfaction through support and account-based activities (phone, site, emails).
• Act as a trusted advisor and provide regular updates to customers and colleagues.
• Identify opportunities to sell revenue-generating products and additional training to existing customers.

Skills

Account management

SaaS

Customer-facing

Proactive

Interpersonal skills

Team collaboration

Troubleshooting

Job description

Job Context

The Account Manager is responsible for maintaining regular, planned communication with the customers to resolve issues, assist customers to improve the utilisation products, to ultimately ensure the long term success of customers.

What You’ll Do

• Maintaining regular, planned communication with the nominated accounts with a focus on the retention of our customer base.
• Guide the customer throughout the Simpro Group journey and facilitate all resources offered.
• Identify inefficiencies between the customer and their software, inefficiencies with workflows and assistance with updating customers on additions to the software.
• Drive customer satisfaction through a number of support and account based activities, including supporting customers (phone, site calls, emails).
• Be a trusted advisor and source of advice for customers and colleagues and ensure customers receive regular updates on Simpro Group.
• Understand customer issues and capitalise on these opportunities (when appropriate) through selling revenue-generating products and additional training to existing customers.

This job description is not an exhaustive list of duties and may be changed or amended at any time at the discretion of Simpro Group.

What You’ll Bring

• Experience in customer-facing role - Account Management, or technical implementation role in a SaaS company would be a benefit.
• Have a customer-centric approach, with a desire to deliver the best for our customers.
• Be proactive and enjoy collaborating across teams to deliver great commercial outcomes.
• Good interpersonal skills and the ability to build trust and rapport with stakeholders at all levels.
• Experience working with business process software in a customer-facing role would be a benefit.
• Be tech savvy and have the desire to learn, along with the ability to convey complex technical topics with simplicity.
• Exceptional customer service and troubleshooting/problem solving skills.
• Ability to work effectively under pressure and to perform well in a team dynamic.

Our Core Values

• We Are One Team
• We Are Customer Centric
• We Are Growth Minded
• We Are Accountable
• We Celebrate Success

Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments.

This means that we want everyone to feel welcome with us and to provide equal opportunities for everyone, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other non-performance factor.

Welcome to Simpro! Together with AroFlo, BigChange and ClockShark we are one team made up of many nationalities. We are customer-centric, always putting our customers and teammates first. We take accountability, owning both our innovations and our mistakes. We're growth-minded, constantly learning and evolving. And most of all, we celebrate our successes together!

Simpro Group provides best-in-class SaaS field service management solutions to trade and field service businesses worldwide. The group comprises four industry-leading companies, Simpro, AroFlo, BigChange and ClockShark, with offices across North America, Australia, New Zealand and the UK. Simpro, AroFlo & BigChange provide comprehensive field service management software for growth-minded trade and field service businesses, while ClockShark specializes in time-tracking and scheduling software solutions. Together, these companies seek to drive businesses forward with solutions that empower teams to work smarter, provide foundations for business scaling, and offer data-driven insights to fuel decision-making. Simpro Group serves over 22,000 businesses and over 400,000 users worldwide and has a global workforce of more than 600 employees.

Ready to transform your business? Explore our products at simprogroup.com, aroflo.com, bigchange.com and clockshark.com.