Account Manager II

Title: Account Manager II
Duration: 12 Months
Location: Menlo Park, CA

The ideal candidate is someone who has serviced customers with high expectations using an enterprise product. This role will help to ensure Business Messaging support drives customer and partner growth, retention, and advocacy.

Role Responsibilities

• Act as a point of escalation for long-tail partners and clients, coordinate customer calls and remote troubleshooting when required
• Own and engage with a growing portfolio of 100+ partners and direct clients
• Work closely with product and engineering teams to ensure high customer satisfaction
• Collaborate with other regional Scaled Support Account Managers to review account health and proactively identify gaps in customer/product experience
• Maintain and report customer account health and other key metrics
• Ensure that escalated Business Messaging API issues are resolved timely and communicated to the customer meeting their expectations
• Work closely with the Client Managers and Partnerships team, comprehend the business priorities and technical environments of long-tail clients and partners, as well as develop close relationships with them
• Work with the global Support team and XFN partners to improve efficiency and quality of Support processes and tools
• Analyze tickets and provide recommendations that improve the customer experience. Build relationships with Product and Engineering teams to improve the product and advocate for customer needs
• Ability to travel internationally as needed

Required

• 3+ years of technical support experience delivering/ enabling support for enterprise applications or being in customer success/account management
• Experience of enterprise cloud software and concepts (e.g. Single Sign On), integration with cloud service providers (e.g., AWS), and APIs
• Excellent communicator with the ability to simplify and clearly explain technical concepts to a non-tech savvy audience
• Excellent analytical skills to accurately respond to customer and partner needs at scale
• Ability to build relationships and effectively leverage them to remove blockers and expedite work
• Demonstrated experience of excellent troubleshooting of customer and partner escalations in a ticket based workflow while achieving SLA requirements and managing critical escalations
• Leverage tools and technology to deliver value to multiple accounts at once through one to many programs
• Ability to embrace the mindset of continuous improvement and actively contribute to processes that help scale the service
• Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action

Preferred

• 2+ years of experience in working in scaled account management programs in mid-market or enterprise companies
• 1+ years of Project Management experience preferred, or commensurate certification
• Incident and Escalation management best practices

Must-Have Skills  
     1    Customer Success or account management experience- 3+ years of technical support experience delivering/ enabling support for enterprise applications or being in customer success/account management
    2    Ability to pick up a product and learn about it quickly tech. Experience of enterprise cloud software and concepts (e.g. Single Sign On), integration with cloud service providers (e.g., AWS), and APIs
    3    Ability to analyze data and influence data, to influence the road map, identifying problems using data 

Notice to California Applicants: SPECTRAFORCE® is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2024; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.  

 

About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
 
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.

Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
 
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
 
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer. 


At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $26.31/hr.