Associate Account Manager
Supports Account Managers and Travel and Expense customers by resolving product configuration, integration, payment, and policy issues while driving adoption, satisfaction, and retention. Requires a bachelor’s degree or equivalent experience and at least one year in a customer-facing SaaS role.
About the job
Responsibilities
- Partner with Account Managers to support assigned Travel and Expense customers and ensure timely, accurate communication.
- Build expertise in travel and expense product functionality to enable program administrators.
- Respond to inquiries about product integrations, platform settings, policy configuration, payment and integration issues, product bugs, and feature requests.
- Drive customer satisfaction, product adoption, retention, and reduced churn risk through knowledgeable guidance.
- Handle escalations and collaborate cross-functionally to resolve issues.
- Represent customer feedback internally to maximize customer value and retention.
- Run adoption and satisfaction programs, tracking results against defined KPIs.
- Document processes to improve team efficiency and scalability.
Requirements
- Bachelor’s degree or equivalent work experience.
- At least 1 year of experience in customer success, account management, sales, or a related customer-facing role in a rapidly growing SaaS company.
- Strong customer experience orientation and ability to learn complex products.
- Excellent written and verbal communication skills, including the ability to explain complex concepts and technologies to diverse audiences.
- Strong organization, prioritization, problem-solving, and attention to detail.
- Data-driven approach to improving efficiency.
Compensation
- Pay range: $67,500–$90,000 USD, including base salary and target incentive compensation where applicable.
Skills
SaaS, Customer Success, Account Management, Product Configuration, Troubleshooting, Product Integrations, Travel And Expense, Platform Settings, Data Analysis, KPI Tracking, Customer Retention
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