SaaS Account Manager - Logistics Customer Success (Hybrid)

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

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.