Client Services Account Manager #00156

Client Services Account Manager

 

Reference #00156

 

 

WebTrendsprovides Web analytics and online marketing solutions to optimize marketing campaigns and customer engagement. WebTrends Marketing Lab delivers the industry's most recognized analytics, SEM, and visitor intelligence solutions to enable companies to understand their customers, drive customer engagement, and enhance marketing and brand awareness. Thousands of leading global organizations, including General Mills, HSBC, Microsoft, Reuters and Ticketmaster have chosen WebTrends solutions and proven client services expertise to optimize their marketing initiatives.

WebTrends is seeking a Client Services Account Manager. This successful candidate will be responsible for all technical support aspects for several of WebTrends major customers.  The Client Services Account Manager ensures resolution of customer application problems and will provide metric reporting against service level agreements directly to the customer.  The candidate must thrive in a fast pace environment and be able to manage multiple priorities and demands of major accounts and be able to effectively communicate to all levels of the customer’s organization.  Minimum travel may be required.

Description

The Client Services Account Manager (CSAM) is part of our Worldwide Technical Support team and works directly with customer at all levels of the their organization.  The CSAM is responsible for overseeing the customer’s technical issues with the WebTrends solution. The CSAM will provide value during the transition from the implementation phase and throughout the on-going production phase of the customer engagement.

Additionally, the CSAM will provide relief for the initial technical support call volume as the customer’s support employees are hired and trained. After the customer’s staff is deployed, the CSAM will continue to add significant value in providing daily operational support as well as directional and strategic guidance for meeting new business requirements of the WebTrends solution. 

Primary Responsibilities

· Resolves Technical Support cases

· Oversees all of the customer’s cases

· Provides day to day support to customer’s support team

· Provides escalation management of customer’s issues

· Provides periodic management reporting to the customer

Requirements:

·  3 to 5 years Technical Support experience

·  2 or 3 years experience working at WebTrends in a technical discipline

·  1 to 3 years of Business Analyst experience

·  Customer facing skills with a major enterprise company.

Interaction: This position works in a team-oriented environment. As a result, the incumbent must build and maintain strong and effective working relationships.

Supervision: This is an individual contributor position.

Working Conditions: This position operates in a high rise in downtown Portland, Oregon. This job requires extensive time working on a computer.

We offer an exceptional working environment, salary commensurate with experience and an incredible benefits package.

Job Location:

Portland, OR

 

Position Type:

Full-Time/Regular

 

Salary Range:

Dependent on experience

 

To Apply:

Send your résumé and cover letter to recruiting@webtrends.com . Include the job title and reference number in the subject line.

 

WebTrends is an equal opportunity/affirmative action employer supporting workforce diversity. m/f/d/v.