Account Manager - BigChange

BigChange; Torch of Friendship (FL); On-site; USD 65,000 - 105,000; Full time

Job summary

Simpro Group is seeking an Account Manager in Florida to maintain planned communication with customers, guide them through the product journey, and resolve issues to ensure long-term success. The role emphasizes retention, customer satisfaction, and opportunities to upsell training and premium features.

The ideal candidate brings a customer-centric mindset, strong problem-solving skills, and the ability to collaborate across teams to achieve commercial outcomes in a SaaS environment.

Qualifications

• Experience in a customer-facing role (Account Management or SaaS implementation) is a plus.
• Customer-centric approach with ability to simplify complex topics.

Responsibilities

• Maintain regular, planned communication with accounts to support retention.
• Guide customers through the product journey and enable resources offered.
• Identify workflow inefficiencies and assist with software updates.
• Drive satisfaction through support, calls, and emails.
• Act as a trusted advisor and upsell training or revenue-generating products.

Skills

Customer-facing

SaaS knowledge

Cross-team collaboration

Problem solving

Technical communication

Job description

Job ContextThe 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 DoMaintaining 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 BringExperience 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 ValuesWe Are One TeamWe Are Customer CentricWe Are Growth MindedWe Are AccountableWe Celebrate SuccessSimpro, 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.If you'd like to join a fun and progressive organization, where there are opportunities to develop your career, please apply now with your CV/resume.*Please note, no agencies will be accepted in the recruitment of this role.