Technical Account Manager

Company Overview Hotlines is a leader in the automotive recycling industry for over 30 years, providing innovative software solutions for businesses across North America. Based in Council Bluffs, Iowa, we’re looking for talented individuals to join our dynamic team and help shape the future of efficient automotive recycling. Summary We are seeking a motivated and detail-oriented Account Manager with excellent communication and organizational skills. This role focuses on onboarding new customers to our software and supporting existing customers. You will ensure customers have a smooth and successful experience by providing exceptional service and addressing any questions or issues they may have. In addition to customer onboarding and support, you will conduct health check retention calls to ensure customer satisfaction and long-term success with our product. As an Account Manager, you will interact directly with customers via phone, email, and web conferencing, working Monday through Friday from 8 AM to 5 PM. This position requires strong communication skills and a passion for providing excellent customer service. Key Responsibilities Onboarding New Customers: Guide new customers through the process of implementing and setting up the software. Provide training and tutorials to ensure customers understand how to use the software to its full potential. Troubleshoot configuration issues and ensure a smooth transition for new customers. Ongoing Customer Support: Provide technical support for customers, helping them with software settings, configurations, and general troubleshooting. Answer customer inquiries via phone, email, and Google Meet, ensuring timely responses and issue resolution. Assist in managing customer accounts and ensuring their settings align with their needs. Customer Retention: Conduct regular customer health check calls to evaluate satisfaction and ensure ongoing product success. Build and maintain strong customer relationships, providing tailored support to meet individual customer needs. Proactively identify opportunities for improvement and provide solutions to help customers maximize their software experience. Collaboration and Communication: Work closely with the sales and product teams to ensure a seamless customer experience. Document customer interactions and ensure internal teams are informed of any feedback or issues. Collaborate with colleagues to improve on-boarding processes, customer training materials, and support resources. General Qualifications Experience: Minimum 2 years of experience in customer service, or customer support, ideally in a tech or software environment. Previous account management experience desired. Technical Skills: Familiarity with SaaS platforms or software support experience is a plus. Communication Skills: Excellent verbal and written communication skills. Must be comfortable speaking with customers over the phone and conducting virtual meetings. Customer-Focused: Passion for delivering exceptional customer service and resolving issues in a professional and friendly manner. Problem-Solving: Strong troubleshooting and problem-solving abilities, with an ability to quickly identify and resolve technical issues. Organizational Skills: Ability to manage multiple customer accounts and prioritize tasks effectively. Team Player: Ability to work collaboratively with cross-functional teams. Computer Qualifications Strong foundational knowledge of using computers, including troubleshooting basic hardware and software issues. Comfortable navigating Microsoft Windows 10/11. Excellent understanding of file management, including creating, saving, and organizing documents and files. Proficient with Microsoft Excel. Proficiency in using web browsers and internet-based applications. Ability to quickly learn and adapt to new software and technologies. Proficient in using Google Workspace (Docs, Sheets, Meet, Gmail). Familiar with CRM systems (examples: Salesforce, Zoho, HubSpot, etc.). Comfortable using collaboration tools such as Slack or Teams. Basic understanding of troubleshooting common software and hardware issues. This is a full-time in-office / on-site position in Council Bluffs, Iowa. Pay commensurate based on experience, $50,000.00 - $60,000.00 per year. Job Type: Full-time Pay: From $50,000.00 per year Benefits: 401(k) matching Dental insurance Life insurance Paid time off Vision insurance Ability to Commute: Council Bluffs, IA 51503 (Required) Work Location: In person