Who you are

• We thrive on being transparent, and we know that Account Management requires a particular interest and discipline, so we have included some questions to ask yourself to help you choose if this role is right for you at this specific time (if not, then let’s connect later!!)
• Additionally, you’ll be laser-focused on retention, and overall quality of experience
• Bachelor's degree in Business, Marketing, or a related field OR 5-8 years of related experience
• Proven experience in a client-facing account management or sales role
• Excellent communication and interpersonal skills
• Strong problem-solving and critical-thinking abilities
• Ability to manage multiple customer accounts simultaneously
• Customer-obsessed mindset with a passion for delivering exceptional customer experiences
• Strong bias to action paired with robust organizational and time-management skills
• Data-driven approach to decision-making
• Familiarity with customer success tools and data platforms (Salesforce, Looker, etc)
• Adaptability and a willingness to learn in a fast-paced environment
• A self-starter: You wake up, form a plan, and get going!
• Practice Extreme Ownership - including exhibiting a bias for action, a deep desire to understand all parts of our business, including our customers, and partners; taking risks, adapting and learning till you succeed; a mindset to persevere!
• Be open to feedback; listen, learn, and iterate. We’re all One Team!
• Live and breathe a customer-first mindset, one that cares deeply about the customer experience and sets new standards for service

What the job involves

• ResQ is looking for an Account Manager to join our team and help us take ResQ to the next level
• This is an exciting opportunity that provides high-impact results. From a mission perspective, you will play a pivotal role by creating meaningful relationships with our customers and ensuring their overall satisfaction with our service
• We understand that joining a team is one of the most important choices you make, and adding a team member is one of the most critical choices we’ll make
• Managing customer accounts and fostering relationships
• Onboarding new customers and providing customer product training
• Listening to your customers and gathering ongoing feedback
• Clear focus on growing your accounts, and retaining customers
• Being data and metrics-driven
• As an Account Manager at ResQ, you will be a key player in ensuring the success and satisfaction of our valued customers (restaurant clients)
• You will be responsible for building strong relationships, understanding customer needs, and driving initiatives to enhance their overall experience and growth
• This role involves a combination of strategic thinking, customer advocacy, and effective communication
• Account Management 🧡: Own and manage a portfolio of customer accounts, proactively identify and address customer concerns, monitor customer usage and engagement to identify growth opportunities, perform quarterly business reviews to understand customers' business objectives and challenges to identify opportunities for value delivery
• Conduct regular needs assessments and check-ins with at-risk customers to ensure customer satisfaction improves over time. Develop and maintain strong, long-lasting relationships with key client stakeholders (from C-level to daily users, with a focus on increasing trust at the buyer-level - BBQ to Boardroom all the way!)
• Customer Product Training ️: Be an active participant in the Onboarding process; ensure customers are comfortable using our platform from Day 1. Provide ongoing training and escalated support to help customers effectively use our products/services
• Customer Feedback 💬 : Gather customer feedback and insights to share with internal teams for continuous improvement. Address and resolve customer issues, escalating when necessary
• Data Analysis📈: Utilize customer data and metrics to track performance and identify trends. Provide management with regular insights and updates on customer success KPIs
• Cross Collaboration 👥: Work closely with Sales, Marketing, Partner Success, Onboarding and Product teams to align customer success initiatives with broader company goals

Benefits

• Comprehensive Health Plans
• Roam Away from Home
• Unlimited Time Off
• Wellness Platform
• Quarterly Company Outings
• Monthly Team Events
• Parental Leave