Account Management Specialist

Description
Engrain has transformed the way people find, lease, and manage properties. Engrain provides a holistic suite of mapping solutions built specifically for the real estate industry to provide stunning unit-level map visualizations that integrate with countless websites and property tech applications. Our revolutionary, unit-level map data and interactive visuals within our SightMap, TouchTour, and Asset Intelligence product lines allow both property owners and prospective renters to better ensure occupancy and drive revenue.
As an Account Management Specialist, you will play a critical role in ensuring customer retention for all of our customers with additional focus on the success of our SMB (small and medium-sized business) customers. You will play a critical role in developing and implementing strategies to reduce customer churn and increase customer lifetime value. Additionally, you will act as the main point of contact and escalation for our SMB customers providing them with the highest level of support and service. You will work closely with our sales, customer success, support, and finance teams to identify and address customer needs, and you will be responsible for proactively identifying and resolving potential issues before they lead to customer churn.
What you'll do...

• Develop and implement customer retention strategies
• Identify and analyze customer churn trends to prevent future cancellations
• Proactively identify and resolve potential SMB customer issues
• Build and maintain relationships with key SMB customers
• Provide ongoing customer support and education
• Work closely with the sales, customer success, support and finance teams
• Communicate effectively with customers at all levels
• Monitor multiple databases and sources that signal when property ownership or property management companies change, and activate processes to coordinate handoffs without billing disruptions
• Process license transfers, ensuring that all Engrain teams and the clients understand their responsibilities or impacts of license holder changes

Requirements
What you offer us...

• Customer-focused mindset
• Exceptional written and verbal communication skills
• 2+ years of experience in account management or customer success
• Ability to manage multiple applications, customers, and requests
• Ability to work independently and with a team
• Ability to learn quickly and adapt to ever changing information
• Critical thinking and problem solving skills
• Time management skills
• High attention to detail
• Intermediate Excel experience
• Relationship-oriented, self-directed, and collaborative with other teams
• Experience with Salesforce, Zendesk, or other ticket management software is a plus

What we offer you...

• Salary Disclosure for Colorado: minimum base salary of [$55,000 to $65,000]. Final offer amount is determined by factors including years and depth of candidate's experience, certifications, and skill set alignment to the job requirements
• Various health, dental, and vision insurance plans to choose from
• Up to 12 weeks of paid parental leave
• Up to 18 days annually of PTO & 10 holidays per year
• Dog-friendly office
• 401k match up to 4 percent
• Annual reimbursement for learning & growth opportunities through our Grow450 program
• On-site amenities include a professional fitness center, flexible & modern workspace, coffee bar, happy hour taps & team member lounge

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.