The primary role of the Account Management Associate is to support all the Customer Success functions, including Account Management, Customer Service, and Client Implementation, with the goal of delivering a world-class software as a service solution for TalentEi’s Fortune 500 customers. In addition to customer-facing work, the Customer Success Associate will have the opportunity to work with the Product Design Team to represent customer needs within the feature design process and to work with the Product Development/Engineering Group to streamline process and communication and to help create a more integrated team. The Account Management Associate will work across TalentEi’s customer portfolio, assisting both existing clients and helping to implement new clients.
The Account Management Associate will be an important part of a dynamic team that fosters creativity, communicates effectively, thinks flexibly, and drives outcomes for our clients. TalentEi is a fast-paced environment, and the successful candidate will be expected to work cross-functionally, take initiative, solve problems and to exemplify our core values of Tenacity, Aspiration, Curiosity and Team Above Self. The Customer Success Associate reports to the VP, Business Operations.
•Support the team to manage client and supplier relationships including collecting insights, tracking deliverables, discussing feature design ideas, and working to resolve outstanding issues.
•Analyze customer data, participate in direct customer research, and utilize ongoing customer feedback along with deep platform knowledge to help generate business objectives, design ideas, and process improvements.
•Attend internal and external meetings and compile meeting reports.
•Resolve customer service issues by monitoring orders, proactively identifying exceptions, and responding to direct inquiries via email/phone.
•Communicate user issues to the TalentEi Development team, so they can resolve system-related issues, including software bugs.
•Track recurring customer service questions and user issues.
•Organize customer service KPIs and metrics. Compile weekly + monthly reporting. Client Implementation
•Work as part of the team to roll out new client implementations, including collecting user requirements and information on current workflow to configure the system and integrate processes prior to system launch.
•Work directly with clients over the first few months of the implementation to smooth out issues and identify further development needs.
•Train individual users or groups of users by providing system walkthrough and product overview.
•Design/write FAQs, training materials and other reusable external content.
•1-2+ years of experience in account management, sales, consulting, project management or other customer-facing roles.
•Minimum of a 4-year degree (BA, BS).
•Enthusiasm for technology and innovation a must.
•Strong interpersonal skills with ability to develop strong, trusted-advisor relationships.
•Strong business writing skills, particularly the ability to capture salient ideas in a precise and concise manner.
•Ability to work in an iterative fashion, deliver work on tight timelines and be comfortable with imperfection.
•Ability to work both independently and collaboratively in an entrepreneurial work environment with the ability to stay with problems until results are delivered.
•Experience in software or SaaS a plus.
•Experience in strategic thinking and qualitative and data/quantitative analytics a plus.
Our team works remotely on a day-to-day basis and hosts a variety virtual team-building events throughout the year.
All full-time employees of Employ Intelligence, Inc. enjoy the following benefits:
•100% Healthcare coverage for the employee, including vision and dental
•Company paid LTD/STD and Group Life insurance benefits
•Flexible Spending and Health Savings accounts available for employee contributions
•401k plan along with a company match
•10Company paid holidays
•15 days PTO
Talentei is an innovative technology company with a mission of creating a faster, more efficient, and more equitable labor market, reimagining both how companies select talent and how candidates attain meaningful jobs. Designed to disrupt the global talent market, TalentEi’s integrated talent marketplace system is a cloud-based, software-as-a-service platform, protected by 5 US patents that combines superior intelligence with market dynamics to transform the hiring process for Fortune 500 Clients. TalentEi’s fully automated, talent marketplace is the only platform that delivers hard ROI to clients by vastly improving hiring speed, candidate quality and significantly reducing hiring costs.
TalentEI celebrates inclusivity and is committed to building a diverse team. Successful applicants will be asked to show proof that they can legally work in the US.