Account Coordinator

FiveStars

(Denver, Colorado)
Full Time
Job Posting Details
About FiveStars
FiveStars is the easiest way for local businesses to deliver great customer experiences, in and out of store. Through unique rewards, personalized service, and intelligent automated messages, FiveStars helps every customer feel like a VIP. Founded in 2011 and based in San Francisco, our mission is to help businesses and communities thrive by turning every transaction into a relationship.
Summary
Our Account Coordinator is responsible for helping our Customer Success and Account Management teams manage and organize incoming account load and capacity. You will be held accountable for communicating to these teams on a consistent basis about their daily trainings and any related reschedules or scheduling conflicts with customers. This involves the sole management of various communication platforms, both internally and externally. You will also be responsible for maintaining and improving metrics related to show rates, training rates, and account health; which involves cross-functional work with our Sales teams.
Responsibilities
* Engage and communicate with Account Managers and Customer Success Managers through a variety of channels (e.g., email, phone) to ensure that account load is balanced and trainings will be held * Resolve scheduling conflicts between the team and FiveStars customers to ensure a smooth experience through the onboarding and training process * Excel at client communications, conflict resolution, and teaching a wide variety of topics to small business owners * Proactively reach out to untrained and unhealthy accounts to reconnect them with our Account Management and Customer Success teams to ensure account health and reduce risk of churn * Ensure that the customer handoff process from Sales to Account Management is executed properly for every account * Manage multiple communication platforms (e.g., YouCanBookMe, Apptoto, FloatingApps) that affect external and internal communications * Escalate any technology issues that impact meetings and work cross functionally to further automate processes * Monitor and improve metrics related to show rates, training rates, and account health * Think outside the box to creatively solve problems
Ideal Candidate
**Requirements:** * Technologically literate and savvy * Independent, results-driven, enthusiastic, and energetic * Strong verbal and written communication skills * Ability to multitask and work well under pressure * Positive attitude, team player, and professionalism * Ability to logically and systematically identify and solve problems **Preferred:** * 1+ years of experience in customer relations * Familiarity with Salesforce, Excel, and other software tools * Sales experience

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