Ignite Visibility is seeking a dedicated Customer Experience Account Manager to support our customers, primarily home service contractors, who use our growing Radius lead generation platforms. Reporting to the Director of Customer Experience, you will be responsible for providing best-in-class service to a growing customer base through proactive communication channels, including phone, email, text, and Slack. The ideal candidate possesses a strong passion for operational and strategic excellence, team engagement, and creating exceptional customer experiences.
Proactive outreach to your portfolio of customers by phone, email, and text; impeccable prose and time management is required
Lead web conference Business Reviews for customers
Attend conferences and networking events
Schedule and lead check-in meetings for existing customers needing ongoing training
Identify opportunities to increase revenue with existing customers
Collaborate with sales, production and other functions, ensuring cohesive communications to our customers
Meet team goals & OKRs
Be a product expert for our customers and Support team members
Maintaining our high retention rate
Monthly collections
Own all communication and customer journey for your book of business, ranging from 500-600 accounts
Commitment to providing “wow” service experiences, building on (and improving upon) our very high recommendation rate
Superb telephone etiquette
Eloquent prose skills
Proficiency with MS Outlook, Word and Excel
Experience with Salesforce is required
Web-savvy, comfortable with social media tools and all things web-related
Outstanding organizational skills, with strong follow-through on tasks
High energy, positive attitude
A serious interest in learning, and sharing those learnings with others for the betterment of the organization
Experience working with clients around retention is required
Excellent time management skills
Excellent problem solver, with a strong focus on The Why