Customer Account Representative

BlueSnap, Inc; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

A leading company is seeking a Customer Account Representative to enhance customer satisfaction and drive renewals and upsells. This role involves managing customer accounts, supporting inquiries, and ensuring customer satisfaction through effective relationship building. Ideal candidates are organized, detail-oriented, and possess strong interpersonal skills.

Qualifications

• Bachelor’s degree in business or equivalent customer service experience.
• Ability to manage multiple projects and customer inquiries.
• Strong organizational and interpersonal skills.

Responsibilities

• Manage contract renewals and upsell opportunities.
• Support customer inquiries and provide technical assistance.
• Monitor customer usage alerts for proactive engagement.

Skills

Organizational skills

Interpersonal skills

Attention to detail

Education

Bachelor's degree in business or related field

Job description

The Customer Services team incorporates both sales and support to execute growth, retention and renewals strategy for our customers. They are responsible for managing renewals, handling basic level support and onboarding new customers. Customer services team members take ownership and maintenance of all renewal opportunities, negotiation, generate upsell/cross sell opportunities, engage internal resources, handling new customer sales and basic support level tasks.

The Customer Account Representative is accountable for the contract renewal of our customers and upsell opportunities of our customer base and assisting with any customer service issues related to their accounts. This role is focused on maintaining our base of customers while building relationships with new customers. You will be measured on teams retention of existing customers and meeting their customer support needs.

What you’ll do:

• Maintaining Current Customer base: Managing portal for customers to ensure new leads, renewals and upsell opportunities are supported through our self serve portal.
• Fielding Questions: You are a key resource for the organization as it relates to all things Pipl. You are a resource for our customers and our internal stakeholders who may need technical support or an extra set of eyes on an issue.
• Vetting: Understanding of our use cases to ensure all customers meet our permissible use policy.
• Product Knowledge: Understanding company’s product packages to be able to support customer inquiries.
• Analyze: You will be able to analyze data to better understand potential risks, concerns and outcomes of approving potential customers.
• Customer Satisfaction: Supporting, creating and implementing customer satisfaction surveys and presenting those discoveries to key stakeholders.
• Knowledge base: Developing and documenting knowledge into helpful content to create workflows and knowledge library to support onboarding of additional representatives and support the sales department.
• Usage Alerts: Monitoring and following up on customer alerts to proactively/reactively educate customers and deliver reporting of usage on accounts.
• Ticketing System: you’ll be responsible for the escalation process, as well as tracking and reporting performance metrics in alignment with department goals, including SLA’s like ticket response times, ticket loads, and customer satisfaction.

Requirements

You are:

• Bachelor’s degree in business or related field, or equivalent CS experience.
• A curiosity to learn our customers’ business problems and use cases.
• Exceptional attention to detail with strong organizational and prioritization skills.
• The ability to manage multiple projects simultaneously.
• Considerable interpersonal skills are mandatory, including the ability to establish and maintain effective working relationships with others.