Account Analytics & Success Manager

Provides sales and customer support to the department. Assists the sales executives with orders, renewals, and general customer interactions. Performs all normal duties necessary to assist customers with product or website access questions and issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assist clients with technical issues, including log-in/access to website and browser troubleshooting.
• Assist sales executives with orders, renewals, and other general customer interactions to maintain assigned territory client accounts.
• Runs weekly Drupal/DOMO reports to determine customers who have never signed in to their account; send “PW Reminder” outreach communications (not automated) to encourage users to access our website; resolve issues as applicable.
• Monitors the customer service queue and responds to all customer inquiries. Provides direct customer phone support for issues relating to subscriptions, billing, product information, fulfill orders, and other related account management activities.
• Calls existing customers to determine satisfaction levels, training needs, and to answer questions.
• Manages subscriptions and users in NetSuite CRM by recording and maintaining accurate customer information in the database.
• Maintains up-to-date awareness of Tax Analysts’ products and industry trends.
• Elicits and gathers client feedback on products and conveys information to sales executives. Actively seeks out and passes sales leads to the appropriate sales executive.
• Develops a consultative approach and adds value to customers and prospects through knowledge and expertise.
• Works with current clients with assigned territory sales reps to ensure a high level of customer satisfaction; keeps customers informed about available services, prices, and new products. Passes along upsell opportunities to appropriate sales executive.
• Troubleshoots contacts that are incorrectly input into NS to ensure they’re properly tracked in DOMO.
• Provides basic onboarding/training webinars for users who sign up via GoToTraining  
• Other duties may be assigned.

KNOWLEDGE & SKILLS

• Ability to troubleshoot a wide variety of level 1 technical support requests
• Understanding of how subscription-based websites work; ability to identify registration and log-in issues
• Ability to interact naturally and comfortably with high-level executives
• Tenacity and resourcefulness in resolving client issues
• Detail oriented with excellent follow-up skills
• Excellent written and oral communication skills
• Excellent interpersonal skills, including the ability to establish and maintain rapport
• Superior customer-focused attitude
• Strong analysis and judgment skills
• Works well in a team environment

• BA degree or equivalent in experience preferred
• 1+ year of customer service support experience required
• Must have basic sales skills
• Experience with NetSuite or Salesforce, Mailchimp and Google Analytics preferred

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Frequently required to sit for prolonged periods, talk and hear; use hands to type, file, handle or feel; reach with arms. Have visual acuity to use a computer and keyboard, prepare and analyze data and figures, read extensively. Occasionally required to stand, walk and lift up to 20 pounds. Requires ordinary ambulatory skills sufficient to visit other locations. Work is performed in a temperature-controlled office environment.

• Health/Dental/Vision
• 401K: Immediately vested
• Tuition assistance
• Qualified employer under the Public Service Loan Forgiveness program (PFSL)
• Generous Paid Time Off
• Dog-friendly office
• Private gym onsite
• Medical, Dental, Vision Insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• Life and AD&D Insurance
• Disability Insurance
• Pet Insurance
• Tuition Assistance
• Trade Publication/News Subscription Reimbursement
• Exercise Room
• Paid Holidays
• Vacation and Sick Leave
• Parental Leave

Tax Analysts is an Equal Employment Opportunity Employer.