Key account manager

Key Responsibilities

Strong understanding of Saa S products- its features, functionalities, and integrations ecosystem.

Excellent communication skills, both written and verbal, to interact effectively with customers. This includes active listening, empathy, and clarity in explanations.

Patience and the ability to remain calm and composed, especially when dealing with frustrated or upset   customers.

Strong problem-solving skills and analytical ability to address customer concerns and find appropriate solutions promptly.

Continuous hunger to learn and stay updated on the product's latest features, updates, and enhancements.

Ability to articulate complex automation and workflow concepts in a simple and understandable manner to customers of varying non-technical backgrounds.

Ability to collaborate with cross-functional teams such as product development, sales, and marketing to provide comprehensive support to customers.

Sharing insights and feedback gathered from customer interactions to contribute to product improvement and enhancement.

Ability to manage multiple customer inquiries simultaneously while ensuring timely responses and resolutions.

Prioritizing tasks based on urgency and impact on customer satisfaction.

Being adaptable to evolving processes, technologies, and customer needs in a fast-paced Saa S environment.

Resilience in handling high-pressure situations and maintaining a positive attitude even during challenging times.

Attention to detail in documenting customer issues, resolutions, and any follow-up actions taken.

Conducting testing and replication of reported issues to verify resolutions and prevent recurrence.

Proficiency in basic troubleshooting of technical issues related to Double Tick (bugs, errors, and user interface problems).

Proficiency in utilizing available tools to achieve high efficiency and timely responses to customers.

Qualifications

Bachelor’s degree in Computer Science, Computer Engineering, or a related field; Master’s degree preferred.

Minimum of 2+ year of experience in Customer support or relationship management or