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Account Manager


This is a Full-time position in Austin, TX posted March 11, 2022.

Account Manager
(Austin, TX)
About Atmosphere:
Atmosphere is the world’s first and largest free ad-supported streaming TV service for businesses offering original, owned, and operated TV channels along with Partner Channels from prominent brands.

The platform has been built from the ground up with proprietary content, technology, and data to deliver unparalleled experiences for businesses and advertisers.

The platform also provides a paid upgrade to a digital signage feature for businesses to run their house promotions within the content.

Atmosphere was incubated under Chive Media Group and spun out in 2019 .

About this Role:
We are looking for a self-driven, enthusiastic, and hands-on Account Manager to help our customers realize and maximize the value of their Atmosphere subscription and services.

As an Account Manager at Atmosphere, you will be in a revenue-generating role and highly organized with excellent interpersonal skills and a passion for technology.

You’ll regularly engage with customer stakeholders to accelerate the adoption of new features, increase and sustain product usage, and facilitate a positive feedback loop between the customer and Atmosphere.

You’ll leverage customer health monitoring tools to proactively identify issues, and work with your customers to implement strategies for product success.

You’ll be an integral part of their success and bring value to every interaction.

You’ll need to be adaptive and excited at the opportunity to help invent new processes, contribute to what’s already been built, and interact with customers on a daily basis.

This business moves fast, so you will need to be comfortable in an early-stage startup where challenges appear daily.

You will shift between account initiatives, marketing discussions, and operational & product improvement sessions.

This position will report directly to the Senior Manager of Customer Success.

Customer Upselling
Encourage low streaming customers to stream more
Find high potential customers on the basic plan and upsell them to the pro plan
Collaborate with sales to ensure opportunities exist to upsell accounts to larger plans or additional venues when possible
Customer Retention
Convert lapsed accounts into streaming accounts through proactive reach out
Communicate with customers who have indicated a desire to cancel, listen to their feedback, articulate the value of Atmosphere, and tailor suggestions/offers to help them remain onboard
Proactively reach out to customers when risk events are detected
– including changes in users, low stream time, product adoption rate, etc.

Customer Enablement
Become a product expert on Atmosphere features, value proposition, and competitive positioning
Provide compelling recommendations based on the knowledge and insight of customer’s profile based on detailed records in the CRM
Collect feedback from customers to determine their pain points and inefficiencies, then help them through it to increase customer satisfaction and retention
Customer Intelligence
Proactive status reporting on data, device, and stream time
Collaborate with Atmosphere ‘s sales and support teams to escalate customer needs and resolve issues
Document product feature requests and report to Atmosphere’s product team
Maintain an in-depth knowledge of Atmosphere products/features so you can support customers, know the right questions to ask, and effectively answer questions
Customer Advocacy
Build ongoing customer relationships to ensure satisfaction and product loyalty
Drive positive customer experiences and customer evangelism (references, case studies, and quotes)
Day to Day Overview:
Timely Discovery Calls and check-ins
Calling and reactivating lapsed accounts
Driving more stream time for low and mid streaming accounts
Upselling high potential customers from Basic to Pro
Enriching new customer info on each and every record you come in contact with
Responding super fast with specific high-quality information based on the customer’s profile and history
– not just emailing FAQs back
Getting on the phone or a screen share to help
– no phone reluctance
In-person visits from time-to-time
Required Qualifications:
1+ years of Account Management experience within a SaaS/high-tech work environment
Strong communication and interpersonal skills in building and maintaining customer relationships
Strong aptitude for technology and desire to learn new software
Boundless energy, enthusiasm, and positivity
Experience leading customer conversations and the ability to lead presentations for a managerial audience
Ability to take initiative, own processes and work independently as required
Ability to explain technical concepts and theories to both technical and non-technical users
Experience with Zendesk and Salesforce is a plus
A Perfect Candidate Will:
Approach the role with a service-leader orientation, maintaining strong working relationships with others based on integrity, authenticity, and mutual respect
Be a self-directed, innovative contributor
Pay attention to the details, but also see the strategic implications in the big picture
Have a curious mind
Be proactive, autonomous, and results-oriented, comfortable independently solving problems despite ambiguity
Compensation and Benefits:
Competitive salary + commission
Company equity
Competitive insurance
Company 401(k)
Open vacation policy
Lunch 4 times a week at HQ
Dynamic office environment
So much more!

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