We need an experienced Account Manager

Applicants MUST SUBMIT APPLICATION VIA THIS FORM to be considered: ----------


Award winning Cloud Technology Consulting firm in Sydney Australia is looking for an experienced Account Manager to help build relationships and community with our customer base. We have been operating in Sydney, Australia for 8 years and have a strong industry presence and are looking to work with someone with a strong understanding of current trends around cloud computing and small business. We have a well-established work-from-home Philippines-based team.

We are a technology-forward business and knowledge of cloud-based IT business systems (especially Google Apps for Work/G Suite) etc. is essential. We are seeking a full-time Account manager to work directly with our teams managing tickets and customer communication - as well as our Facebook community group.

You will be tasked to manage our customer experience and ensure our community of 1000+ customers have a great experience working with us (and stay ongoing customers). Your key responsibility will be the successful delivery of a high level of support and service to our customers - as well as retention and community management strategies to keep our attrition rates as low as possible. Day-to-day - that means reviewing tickets and service delivery from our team, ensuring our support processes are efficient and our team are delivering at a high level, responding to customer escalations and feedback, working on community building strategies, and being the escalation point for customers requesting to cancel their services.

Key responsibilities will Be:
- Primary 'retention' agent focused on customers considering cancelling services.
- Contact clients for renewal of Products and services
- Handling service escalations from clients (over the phone and via email) and resolving disagreements or service issues
- Management of community engagement and customer retention in our facebook groups for customers
- Management of SLAs and response times for service delivery
- Management of project delivery metrics and liaison with project delivery teams
- Responding to poor customer feedback ratings and improving processes as well as managing customer expectations
- Service Management and working on initiatives to deliver excellent support to our customers

Tools you'll be using daily are:
- Zendesk (ticketing software)
- Voip phone system (Dialpad)
- Facebook groups
- Google Spreadsheets (and the rest of the G Suite family)

Prior experience required for this role (you will be asked to substantiate this):
- 2+ years in IT/technical support role or dispatch/service management role or senior retention/account management role (essential)
- Very strong skills with persuasion, human interaction and community ethic
- Very strong customer service and interpersonal skills including managing customer service teams
- Strong operational/systems focus on efficiency and scale
- Strong team leadership skills
- Strong ability to work autonomously and to be self-resourceful

It will be extremely advantageous for you to have an interest and experience in:
- Working in the cloud (i.e. working in the browser) and how that is changing business
- Small businesses (i.e. up 1-30 employees)
- Google Technology (Gmail, Google Docs, Google Drive etc.)

The current role will be at home, full-time, primarily during Australian business hours (however we allow flexible work) and we are looking to build a relationship with someone who can help our business succeed over a long term.

Applicants MUST be based in the Philippines.