About us

Albiware is a dynamic and growing software company located in Downers Grove, IL. We are professional, creative, fun and our goal is to find and acquire top talent looking for a position within the software industry. We are a startup company with a rapidly growing customer base with a large growth trend projected for 2023 and beyond. Join our team with this ground floor opportunity and help grow and scale this business while acheiving your own personal growth. Let Albiware help you reach and surpass your goals!

Our work environment includes:

• Modern office setting
• Growth opportunities
• Casual work attire
• On-the-job training
• Lively atmosphere

Job Title: Customer Success Account Manager FLSA: Exempt

OVERVIEW

The Customer Success Account Manager is responsible for new account onboarding for customers that subscribe to Albi and are passed on from the sales team. This is an AT WILL position.

SUPERVISION

Reports directly to the Customer Success Department Manager

EXAMPLES OF ESSENTIAL FUNCTIONS

• Onboarding new clients within Albiware
• Create and set up new accounts
• Set up automations
• Data Imports
• Digitize customer documents
• Billing new accounts
• Integration setup
• Company Leadership training
• Field staff training
• Mobile app training
• Communicate a positive image of the company to the entire staff and customers
• Apply all safety rules and regulations and prevent work hazards
• Other duties as assigned, to be defined within extended offer letter

Ability to:

• Manage professional and timely customer service contact with clients
• Assist in problem solving and troubleshooting
• Work in a collaborative environment
• Apply general mathematical and data entry skills
• Demonstrate strong verbal and written communication skills including read and write the English language
• Generate information within a reasonable time frame with accuracy and efficiency
• Manage details of multiple projects in an efficient and organized method
• Manage professional and timely contact with clients, employees, and other departments
• Manage and drive new customers through their initial setup to graduation and their “Go Live” date
• Troubleshoot issues for our customers within the department before bringing it to the support team

Knowledge of:

• Departmental obligations, functions, and chain of command
• Time management techniques, office efficiencies and timely processing
• Proper and appropriate phone and video conference skills, handling customer complaints and issues
• Albiware software: Albiware, HubSpot, Slack, Zoom, Rippling, Zapier, Loom, Gong, Confluence, G-Suite, Bitwarden, SendGrid and any other programs used to onboard a new customer
• Working in a close office environment and working with others to respect ideas and opinions
• Developing and presenting creative solutions to any challenges presented within the Department and Company
• Departmental and Company goals, how your position related to them and how to ensure you’re doing what you can to achieve them daily, monthly, quarterly, and annually
• Industry knowledge and the ability to seek knowledge if new to the industry
• The Company Mission Statement, Vision, Core Values, image, and goals and how they shall be reflected in the day-to-day job duties of you and your co-workers
• All policies and procedures of the Company, ability to apply and understand
• OSHA safety regulations of the industry and provide an active role in monitoring the safety of yourself and other team members

EDUCATION AND EXPERIENCE

• Two-year college degree or job experience equivalent
• Restoration or Construction management experience
• MS Office products
• Video conferencing
• CRM experience
• Understanding of web and app-based programs and interfaces, including cloud-based applications
• Understanding of SaaS language and terminology

LICENSE AND SPECIAL REQUIREMENTS

• Valid State driver’s license

PHYSICAL DEMANDS

Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; to operate a motor vehicle and to visit various customers and meeting sites; vision to read printed materials and a computer screen; and hearing and speech to communicate in person, before groups, through video conference and over the telephone. This is primarily a sedentary office classification although standing in work areas and walking between work areas may be required. Tasks may require extended periods of time at a keyboard. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard, or calculator and to operate standard office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects, up to 30 pounds, necessary to perform job functions.

WORKING CONDITIONS

Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.

EQUAL OPPORTUNITY EMPLOYER/AMERICANS WITH DISABILITIES ACT COMPLIANT/DRUG FREE WORKPLACE

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Paid training
• Parental leave

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Downers Grove, IL 60515: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer success (Preferred)

Work Location: One location