Account Analytics & Success Manager

Tax Analysts•Falls Church, VA

5d•Onsite

About The Position

Provides sales and customer support to the department. Assists the sales executives with orders, renewals, and general customer interactions. Performs all normal duties necessary to assist customers with product or website access questions and issues.

Requirements

Ability to troubleshoot a wide variety of level 1 technical support requests
Understanding of how subscription-based websites work; ability to identify registration and log-in issues
Ability to interact naturally and comfortably with high-level executives
Tenacity and resourcefulness in resolving client issues
Detail oriented with excellent follow-up skills
Excellent written and oral communication skills
Excellent interpersonal skills, including the ability to establish and maintain rapport
Superior customer-focused attitude
Strong analysis and judgment skills
Works well in a team environment
BA degree or equivalent in experience preferred
1+ year of customer service support experience required
Must have basic sales skills

Nice To Haves

Experience with NetSuite or Salesforce, Mailchimp and Google Analytics preferred

Responsibilities

Assist clients with technical issues, including log-in/access to website and browser troubleshooting.
Assist sales executives with orders, renewals, and other general customer interactions to maintain assigned territory client accounts.
Runs weekly Drupal/DOMO reports to determine customers who have never signed in to their account; send “PW Reminder” outreach communications (not automated) to encourage users to access our website; resolve issues as applicable.
Monitors the customer service queue and responds to all customer inquiries.
Provides direct customer phone support for issues relating to subscriptions, billing, product information, fulfill orders, and other related account management activities.
Calls existing customers to determine satisfaction levels, training needs, and to answer questions.
Manages subscriptions and users in NetSuite CRM by recording and maintaining accurate customer information in the database.
Maintains up-to-date awareness of Tax Analysts’ products and industry trends.
Elicits and gathers client feedback on products and conveys information to sales executives.
Actively seeks out and passes sales leads to the appropriate sales executive.
Develops a consultative approach and adds value to customers and prospects through knowledge and expertise.
Works with current clients with assigned territory sales reps to ensure a high level of customer satisfaction; keeps customers informed about available services, prices, and new products.
Passes along upsell opportunities to appropriate sales executive.
Troubleshoots contacts that are incorrectly input into NS to ensure they’re properly tracked in DOMO.
Provides basic onboarding/training webinars for users who sign up via GoToTraining
Other duties may be assigned.