Customer Experience Account Manager

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.

Compensation plan:

Core Responsibilities

• 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

Skills and Experience

• 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