Account Manager

Tom McLeod Software Corporation•Birmingham, AL

10d•Onsite

About The Position

The Account Manager is responsible for building and maintaining strong customer relationships while delivering software support solutions related to McLeod Software. This role works closely with internal support teams to resolve customer issues and identify necessary modifications to meet customer needs effectively.

Requirements

Ability to learn internal software and systems.
Ability to work independently and as a member of a collaborative team.
Ability to analyze and assess business needs and cross-system impacts.
Ability to clearly convey technical information effectively.
Strong oral and written communication skills.
Attention to detail and accuracy.
Strong ability to multitask.
High school diploma or equivalent, with 7+ years of experience providing technical support to end users (hardware and/or software support); or Bachelor’s with 3+ years of experience providing technical support to end users (hardware and/or software support), required.
Intermediate knowledge of Microsoft Office Suite.

Nice To Haves

Working knowledge of the transportation industry, a plus.
Experience with database management systems, a plus. (i.e. SQL Service, Oracle, DB2, etc.)

Responsibilities

Customer Account Management and Software Support
Proactive Problem-Solving and Troubleshooting
Help Desk and Issue Resolution
Collaboration and Documentation
Accurate and timely issue resolution.
Serve as the primary and central point of contact, and manage, all help desk and support related activities and updates.
Responsible for continuous growth in technical understanding and skills.
Manage time and priorities efficiently while maintaining high levels of accuracy and attention to detail.
Understand basic business operations and company profiles for each assigned customer.
Inform management of any significant news or events related to customers.
Provide backup support for other Account Managers and support resources.
Participate in customer billing review and assist with resolving billing issues/disputes as needed.
Train fellow team members.
Continually evaluate open/aged requests for completion.
Escalate latent (24+ hours) resolution items to management level for prioritization.
Support queue coverage during core business hours.
Maintain current up-to-date knowledge of software releases.
Maintain consistent customer management with assigned work.