Key Account Manager

Job Overview:

 A Key Account Manager in DoubleTick requires a unique blend of technical expertise, communication skills, and customer service abilities. Moreover, you must have an ownership mindset, a sense of pride in solving complex problems for our customers , owning up to the customer problems as if they were your own, and bringing a smile to our customer s faces at the end of the day.

You will be stepping into a fast advanced learning, high-effort - high-growth environment with potential career-transforming opportunities.

Your key competencies should consist :

• Strong understanding of SaaS products- its features, functionalities, and integrations ecosystem.
• Excellent communication skills, both written and verbal, to interact effectively with customers. This includes active listening, empathy, and clarity in explanations.
• Patience and the ability to remain calm and composed, especially when dealing with frustrated or upset customers.
• Strong problem-solving skills and analytical ability to address customer concerns and find appropriate solutions promptly.
• Continuous hunger to learn and stay updated on the products latest features, updates, and enhancements.
• Ability to articulate complex automation and workflow concepts in a simple and understandable manner to customers of varying non-technical backgrounds.
• Ability to collaborate with cross-functional teams such as product development, sales, and marketing to provide comprehensive support to customers.
• Sharing insights and feedback gathered from customer interactions to contribute to product improvement and enhancement.
• Ability to manage multiple customer inquiries simultaneously while ensuring timely responses and resolutions.
• Prioritizing tasks based on urgency and impact on customer satisfaction.
• Being adaptable to evolving processes, technologies, and customer needs in a fast-paced SaaS environment.
• Resilience in handling high-pressure situations and maintaining a positive attitude even during challenging times.
• Attention to detail in documenting customer issues, resolutions, and any follow-up actions taken.
• Conducting testing and replication of reported issues to verify resolutions and prevent recurrence.
• Proficiency in basic troubleshooting of technical issues related to DoubleTick [bugs, errors, and user interface problems.]
• Proficiency in utilizing available tools to achieve high efficiency and timely responses to customers.