teamsnap - Account Manager - SMB
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Requirements
• What Makes This Different From Other Account Management Opportunities? • You’ll be equipped with the latest tools such as Salesforce, Slack, Zoom, and ChurnZero • You’re not in a churn-and-burn environment. We’ll support you with training and continuous coaching to be successful. • Do you have cold feet? If you think you don’t meet 100% of the above qualifications, you should still seriously consider applying. We’re all humans with special talents that go beyond what’s listed here.
Responsibilities
• Own and manage a high-volume support queue, triaging incoming customer cases with speed and accuracy — this role requires comfort with volume, process discipline, and consistent follow-through across a large book of business • Respond to customer inquiries and issues through the queue, providing timely, professional, and empathetic resolutions while maintaining high customer satisfaction standards • Handle escalations quickly and calmly — assess urgency, loop in the right internal stakeholders, communicate proactively with the customer, and see issues through to resolution • Follow established processes and playbooks for case management, renewal workflows, and migration support — and flag gaps or inefficiencies when you spot them • Identify patterns across cases and proactively surface recurring customer pain points, friction points, or product feedback to your manager and cross-functional teams • Support customers through the TeamSnap ONE migration by managing queue-based touchpoints, answering platform questions, and escalating blockers to the appropriate teams • You’ll serve as the "Voice of the Customer" internally, escalating product feedback that will address the needs of our customers to ensure proper product prioritization. • ## Important Qualities: • Motivated - You get excited about exceeding business sales goals • Strong Business Acumen - You understand our customers' goals and operations and how TeamSnap can add value to their organizations • Resourceful - You're not afraid to take initiative but also ask for guidance when needed • Customer Focused - You have compassion and care for the customer experience • Process-Oriented - You follow documented workflows consistently, manage your queue with discipline, and look for ways to improve the process over time • Collaborative - You believe in "we" before "I" and love to celebrate wins together • ## What will set you up for success: • Experience: Minimum 0-3 years in Customer Success, Account Management, or Support, preferably in a SaaS environment • Proven track record of managing a high-volume book of business or support queue with consistent results • Ability to travel occasionally, including but not limited to our annual company meeting, periodic sales team meetings throughout the year, potential trade shows, and potential client visits.
Benefits
• We’re committed to equitable compensation for all TeamSnappers. The starting point for this role is an OTE of $63,000, inclusive of base and commissions. Comp is updated based on multiple factors. Our comp is highly competitive in our space and we adjust overall comp based on relevant experience, skills, certifications, and geographic location. • TeamSnap is a fully remote company, so you need to be very comfortable working with people who aren’t in the same time zone as you. We are always expanding, but there is a small list of states we do not hire in, including Alabama, Alaska, Delaware, District of Columbia, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Rhode Island, South Dakota and West Virginia and while we love all parts of the world, we can only hire permanent US residents at this time. • 🚀 Opportunities to Grow • At TeamSnap, we work hard to provide a culture of trust, accountability, inclusivity, and boundless opportunities to grow, along with the chance to make a lasting impact and have some fun while doing it. • We're proud to be remote-first. We've been remote since 2009, long before COVID made it cool • Unlimited PTO and paid parental leave for ALL parents (not just primary or secondary) • 100% premium coverage of medical/dental/vision for you and your family • 401K to help you invest for the future • $1,500 annual learning and development stipend • Travel to fun locations for all-company meetings and team events • Generous home office allowance to set you up for success • TeamSnap SWAG to our store upon starting and a $50 credit on every work anniversary thereafter • A monthly stipend reimbursement for health & wellness and so much more! • 🏆 Working at TeamSnap • At TeamSnap, you're not a culture fit, you're a culture add. Check out our Culture Playbook and learn how we succeed at being remote-first, what makes our company so unique, and how we're inspired by our people, our customers, and our values. • 🧡 Inclusion and Diversity • Creativity and innovation can't thrive when we're cookie-cutter images of each other. We’re quickly growing more diverse, but there's always room for improvement. We are committed to inclusion and diversity at TeamSnap, and we hold ourselves accountable for building an environment where everyone feels valued. If you need any disability-related adaptation during the recruitment process, just let us know! We are an Equal Employment Opportunity Employer.
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