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Jr Account Manager
Auction Edge Inc
Remote, USA
Full-time
Entry · 2+ years experience
Remote
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NetSuiteAuction Management SystemSparkCR Simplified
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NetSuiteAuction Management SystemSpark
Key Skills for This Role
NetSuiteAuction Management SystemSparkCR Simplified
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Responsibilities
- Account Management
- Serve as the primary point of contact for assigned auction customers on all products, systems, and services offered by Auction Edge, including issue resolution
- Act as advisor/analyst to customers in recommending solutions — including third-party associated product solutions that integrate with Auction Edge systems — managing customer requests, assessing the business, and identifying opportunities for growth by leveraging the Auction Edge suite of products, systems, and services
- Manage and improve customer experience and satisfaction by promoting and facilitating communication between Auction Edge and the auctions
- Monitor and manage support requests and tickets for prompt issue resolution
- Utilize the Account Management rigor and toolset for documentation of, and visibility to, account activity and a cohesive customer experience
- Act as the voice of the auction to Auction Edge leadership through facilitation of monthly scorecard production and review with auction leadership (standard format provided)
- Provide product feedback from the field for consideration by the product teams in product lifecycle management, add-ons, and improvements
- Assist the Accounting department with customer communications related to invoicing or collections concerns, as needed
- Develop relationships with auction staff and regularly connect
- Inform and educate clients on new products and services, helping connect day-to-day support to each auction's broader success
- Share best practices to help improve auction performance and Edge sales
- Partner with the Install/Training team to ensure customer satisfaction during implementation and installments of Edge services and products for assigned auctions
- Account Coordination
- Administer, monitor, and analyze the support ticketing and CRM system (NetSuite) for trends and SLA management, as needed for assigned accounts
- Support senior team members with more complex or escalated client needs, as assigned
- Assist with resolution and troubleshooting of client issues
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