Customer Support Account Manager - Bettendorf, United States - integrasoft

integrasoft

Verified Company

Bettendorf, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

integraSoft is a leader in creating and selling business management software.

As a software developer our products include Enterprise Resource Planning (ERP), Warehouse Management Systems (WMS), Rental Business Management Systems (RBMS) and Ecommerce.

Our products run the operations of small to medium sized business from the retail counter to the warehouse to ecommerce experience and mobile apps.

Summary:

Responsibilities:

Account Management

Monthly review of support activity and proactive planning for future activities.
Product expert on key integraSoft products & features utilized by customer. EDI, WMS, ERP.
Biannual onsite visits to Customer.
Reactive Support

Critical Situation Management.

Manage critical situations for customer. Keeps customer up to date on resolution progress. Manages issue to resolution inside of integraSoft.
Fastest response times for critical issues through priority access to integraSoft resources.

Proactive & Advisory Services

Proactive Support helping identify way to reduce future supports needs through process, practices, or software improvements.
Proactive check production logs for hidden issues.
Training & Readiness. Maintain customer specific training & readiness video library for new employees. Drive adoption of new features aligned with customer needs.
Manage installation of upgrades or updates to integraSoft products for customer.

Product Management

Manage prioritized customer specific customizations to integraSoft products.
Manage adoption of new product features into the customer environment.
Input into future product development based on the needs of customer.

Requirements:

A bachelor's degree in business, supply chain management or accounting related field is required.
6+ years demonstrated customer success, solution delivery, accounting management, warehouse management or customer facing consulting experience.
Or master's degree in business and 4+ years demonstrated customer success, solution delivery, accounting management or customer facing consulting experience.
2 years' experience with project management and/or critical situation management of complex issues.
Experience in onboarding and training.
Demonstrated knowledge troubleshooting software issues.
Demonstrated experience with warehouse operations & management.
Demonstrated experience with SQL queries.
This role may require some afterhours and weekends.

Skills:

Leadership
This role requires communication skills, as well as displaying executive presence and confidence in varying levels of customer situations.

Relationship Building

Track record of building relationships with senior customer executives in large or highly strategic accounts. Experience in managing various stakeholder relationships to get consensus on solutions/engagements required.
Flexibility and ability to adapt to ambiguous and changing situations.
Ability to manage high pressure situations.
Strong problem solving and analytical skills.
Excellent communication skills written, verbal and presentation skills are required.
Highly, selfmotivated personality with exceptional time management skills.
Ability to work independently.
Ability to multitask in a fastpaced and quickly changing environment.
Strong organizational skills.

integraSoft, Inc. offers a competitive compensation package, including healthcare benefits and a 401(k) plan with a possibility for employer matching. Our work environment is professional, yet casual. More company info can be found on our website.

Pay:
$75, $92,000.00 per year

Benefits: