Account Manager

Hires remotely
Anywhere 🌎
Type
Full Time
Opening date
Closing date
7 Oct 2021
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250

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Archive Job Description

At Help Scout, we make software that helps more than 12,000 small businesses communicate with their customers. We’re proud of what we’ve built because it provides so much value to our customers by helping them provide top-notch service for their customers.

We’re a remote first company, with 110 employees working from 80+ cities all over the world and we’ve staked our reputation on being helpful, human, and existing for profit and purpose. We’re also a Certified B Corporation! This year, we’re taking these values to the next level as we reintroduce ourselves to our audience of customer service professionals, small business leaders, and startup founders.

Account Management is vital to the success of our business. By making sure our customers are getting the most out of Help Scout, we are ensuring they are equipped to provide the best service possible to their customers.

About the Role

  • Build strong 1:1 relationships with an assigned subset of our larger customers by advising, guiding, and instructing them on how to best use Help Scout.
  • You’ll work with these customers to optimize their existing setup, understand current challenges, assist with facilitating change and drive new feature adoption.
  • You’ll be responsible for increasing customer expansion, managing churn, and upselling features.
  • You’ll set yourself up for success by establishing a scheduled meeting cadence with your customers where you’ll be documenting key contact roles, use cases, payment preferences, strategic goals and overall health of the account.
  • Based on what you learn, you’ll advise on the ideal Help Scout Plan & feature adoption. This will include upgrading customers to higher tiered plans and working with them through the process from evaluation all the way through successful implementation.
  • You’ll proactively monitor and manage communications around annual renewals.
  • You’ll be responsible for reporting learnings and valuable feedback to the product team so that we can improve the product and prioritize the right projects.
  • You’ll be proactively reporting on upgrade/expansion/churn of your customer base to your management team so that we can forecast accurately.

About You

  • You have 2+ years of account management experience in a SaaS environment; 4+ years of previous customer success and/or account management experience.
  • You are in account management because you love helping people win. It energizes you to work alongside people to improve their business.
  • You have a history of digging into challenges and opportunities first-hand to understand what’s going on, and then get jazzed about codifying what you’ve learned so (elements of it) can be automated and scaled.
  • You excel at managing yourself like a successful business– highly organized, setting and achieving goals with regularity, creating a great customer experience, and making your teammates better.
  • You have experience building relationships and tracking key activities in Salesforce.
  • As the primary point of contact and a trusted advisor, you’re happy to wear several hats: sales, support, customer success. You’ll be the point person on any one of them, mobilizing your team mates for support.

Benefits

Competitive salary – Our salary formula is public to all employees (but doesn’t divulge your specific salary) and we update it at least once per year. Your salary is the same no matter where you live. Our goal is to pay at or above the market rate of a US-based tech hub like Boston or Seattle.

Health and dental insurance – We cover you and your family’s health/dental insurance 100%. If you are based in the US, we’ll cover you on our Aetna policy. If you’re based outside the US, we’ll reimburse your out-of-pocket health and dental insurance costs.

Long-term/short-term disability insurance & life insurance – we cover 100% of the premiums for LT/ST disability insurance and base life insurance. You also have the option to purchase supplementary life insurance through our provider (currently US only).

Flexible vacation – Take time off when you need it! We recommend 3-4 weeks in addition to public holidays, but there are no firm rules. We trust you.

Sabbatical – After you’ve been at Help Scout for 4 years, you get a month of paid vacation (in addition to regular vacation) and $2,500 to spend towards travel, learning, projects or anything else during your time off.

Paid parental leave, including adoption – 12 weeks of paid leave for all new parents.

401k with 1% match– via Betterment for Business (currently US only)

Personal Development stipend – Up to $1,800 per year to improve your craft

Bonuses – everyone is eligible to receive a quarterly bonus up to 8% based on shared company revenue goals.

Set you up for success — we’ll get every new teammate a Mac laptop or equivalent of their choice, and provide a $1500 stipend so you can feel ready to work from home. We also cover up to $350 USD per month if you’d like to rent a co-working desk somewhere.

Complete transparency – Everyone has full access to business metrics and financial information about the company.

About Us

Help Scout is made by roughly 110 people in 80+ cities around the world, all with a passion for helping others. We come from diverse backgrounds and are united by an enthusiasm for great products and delightful customer experiences. Help Scout launched in 2011 and today we have more than 12,000 paying customers in 140+ countries.

Why Help Scout?

We’re remote. It doesn’t matter if you’ve worked remotely before — we’ve been doing it for nearly a decade and are helping to write the playbook — we’re happy to show you the ropes. Most folks that get a taste of working in a “remote first” company have a hard time going back to the old way of doing things.

We’re passionate about diversity and inclusion. The data is abundantly clear about diverse teams being more successful, and we’re dedicated to setting the team up for success. Today our leadership team is 62% women, and that’s just the start. Here’s our DEI Dashboard where you can see all of our team demographic data and read about our commitment to this work.

We’re committed to SMBs for the long term. Help Scout is focused entirely on serving small and midsize businesses, typically up to 500 employees, because those companies view customer service differently. It’s not a cost to be optimized, it’s their most effective marketing tool and a key differentiator from the competition. We built Help Scout for companies that truly value being customer-centric (like us) and want a product that shares their values.

We’re leaving the world better than we found it. Did you know Help Scout is a certified B Corporation, with a mission to give away at least 1% of our product through Help Scout for Good? Our company exists not just to help ourselves, but to invest in our team, our customers, our community, and our environment.

Our commitment to you

We are an equal opportunity employer and are committed to building a company that embraces and celebrates diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. We have read the studies and understand that diverse teams build better products, bring more perspective to the table, contribute to a company’s financial success and help foster a more inclusive environment for all employees, but the bottom line is that it’s the right thing to do.

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