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Customer Support/Account Manager

  • Do you like to “own” a customer relationship and make sure that your customer is happy, cared-for and thriving?
  • Do you enjoy being the knowledge expert who coaches and trains customers towards success?
  • Are you a creative, idea person that can help develop best practices and processes that help the entire team, and ultimately the company?
  • Do you like to problem-solve and work towards creative solutions?
  • Would you like the opportunity to work in a key position within a small, yet growing company that can directly affect the bottom line of the organization?
If you answered YES to these questions, then please continue reading…

Summary
The Customer Support/Account Manager is dedicated to making our customers successful using the Topica online marketing application, and represents customers’ views, needs, and experience throughout the organization. Topica's continuous growth will depend on a strong base of successful customers; therefore, this role is of critical importance.

In this role, you’ll work with your customers to understand their needs and objectives and provide counsel on how to create online marketing campaigns that meet those objectives. You’ll help your clients to determine goals for their programs and to set milestones for their own success.

You’ll also train new clients on how to use the application and hold their hands as they learn to be self-sufficient on the application. You’ll use every touch point with the customer as an opportunity to better understand their business situation and goals. Moreover, you’ll proactively manage your customer relationships to create a positive experience with Topica and therefore have an impact on the recurring revenues of the organization.


Responsibilities
  • Create and deepen valuable partnerships with Topica customers
  • Help customers benchmark their marketing program results and work with them to make improvements and refinements to improve those results
  • Schedule and conduct regular reviews with the customer and assess any changes in the customer relationship to identify new sales or up sell opportunities; liaise with Sales team to take advantage of these opportunities
  • Provide regular assessment of the customer satisfaction status and other customer information through daily updates to Salesforce
  • Conduct online demonstrations and customer trainings via phone
  • Work closely with the marketing, product, and sales teams to impact marketing messages, product development, and sales strategies.

Requirements
  • Excellent phone and written communication skills
  • A positive attitude and a desire to enable customers to succeed
  • Ability to represent customers and advocate on their behalf
  • Ability to work effectively with a variety of teams throughout the organization
  • Ability to quickly understand, assess, and address a customer’s challenges and to effectively work towards resolution
  • Fast learner, proficient with all standard office applications and the Internet
  • Experience with managing large customer bases, ideally those of an Internet software company
  • Ideal: experience with online marketing and sales technologies
  • Ideal: college degree related to business administration, marketing, or communications
  • Ideal: HTML proficiency and experience with Salesforce a plus!

Topica offers our employees generous benefits: Medical/Dental/Vision, Life Insurance, Long-term Disability, 401(k), and stock options. Most importantly, it’s a small team in a start-up environment, and the growth potential is unlimited!


About Topica
Today, more than 4,000 businesses and organizations work with Topica to drive the conversion of online leads to customers. Online companies like Donor Digital, Vitamins.com, WebTickets.com, as well as divisions of leading organizations, such as IBM, Corp. and Hachette Publications use Topica to acquire new online leads, convert those leads into customers, and grow their businesses. For more information, please visit www.topica.com.

If you are interested in joining a dynamic team at a fast growing, innovative and financially stable company, please forward a letter of interest and resume to careers@get.topica.com.