Auction Edge, Inc.

Account Manager

• Serve as the primary point of contact for assigned auction customers on all Auction Edge products, systems, and services
• Resolve issues and act as an advisor/analyst by recommending solutions and identifying growth opportunities
• Manage and improve customer experience and satisfaction
• Monitor and manage support requests and tickets for prompt issue resolution
• Document account activity using the Account Management toolset
• Facilitate monthly scorecard production and review with auction leadership
• Provide product feedback to product teams
• Assist Accounting with customer communications related to invoicing or collections concerns
• Develop relationships with auction staff and connect regularly
• Educate clients on new products and services and share best practices
• Partner with Install/Training to ensure customer satisfaction during implementation and installations
• Administer, monitor, and analyze the NetSuite support-ticketing and CRM system for trends and SLA management
• Support senior team members with complex or escalated client needs
• Troubleshoot client issues
• Deliver product training to clients
• Contribute to client-affecting project work
• Report directly to the Manager of Customer Experience

Junior Account Manager