Job Description

We are looking for team members in our Customer Enterprise Account Management (CEAM) team with 2+ years of experience working in an Enterprise Account Manager or Customer Success role for US / Australia-based customers who are passionate about helping customers and ensuring great product experiences.If you are excited to learn new things and thrive in a team-based culture, and looking for hyper-growth in your career, then Appointy could be a place for you!Why Appointy?We at Appointy are on a mission to help professionals and organizations worldwide save time and boost productivity. With over 200,000 customers worldwide, our scheduling solutions are trusted and loved by leading technology companies, public institutions, and small businesses.What makes Appointy a great place to work?At Appointy, you can drive tremendous career growth while helping professionals and organizations worldwide significantly boost their productivity. Taking pride in our Culture, we are driven by a set of Company Values that guide our decisions and actions. We are passionate, curious, and creative people who strive for excellence and seek challenging assignments in a highly collaborative and fun work environment.What will you be working on daily?In this role, you will:

• Be a part of the team responsible for account management, customer success, and implementation of our enterprise products.
• Manage and nurture relationships with enterprise-level accounts, serving as the primary point of contact for all their needs.
• Understand and analyze the requirements of enterprise accounts, proactively addressing their inquiries and product-related questions.
• Collaborate with cross-functional teams, including Customer Support, management, and Engineering for escalation to appropriate internal departments, to ensure the timely resolution of customer issues
• Conduct regular customer-facing calls to communicate progress updates, action plans, and resolutions to customers.
• Identify and seize growth opportunities within existing accounts by building strong and effective relationships.
• Stay up-to-date with product knowledge and industry trends through ongoing learning and training.
• Drive the success and retention of assigned customers by ensuring they achieve their desired outcomes with our products.
• Establish a deep understanding of customers' business objectives and provide strategic guidance and best practices to help them maximize the value of our solutions.
• Conduct regular check-ins with customers to assess their satisfaction, address any concerns, and identify opportunities for upselling or cross-selling.
• Monitor customer usage and engagement metrics to identify potential risks and take proactive measures to mitigate churn.
• Advocate for customer needs and feedback within the organization, working closely with Development to prioritize and address customer requests.
• Maintain accurate and up-to-date customer records, activities, and progress in the designated system tools and trackers.
• Serve as the single point of resolution for enterprise accounts and assist with product information, navigation, training, and troubleshooting.
• Build strong and effective relationships, resulting in growth opportunities
• Analyze and understand requirements for enterprise accounts and respond effectively to all product inquiries and customer queries
• Be responsible for overseeing non-engineering service requests like onboarding new users, updating system settings, email templates, booking rules, etc. for customers

What we are looking for (Skills)Basic skills and qualifications

• A minimum of 2 years experience in a custom enterprise account management role preferably dealing with customers based in the US / Australia.
• Excellent interpersonal and written and verbal communication skills.

Preferred skills and qualifications

• Experience working with a SaaS product company in a customer-facing role
• Knowledge of mediation and conflict resolution techniques. Existing training and certifications here are a plus. For example: Relevant certifications such as Certified Account Manager (CAM) or Strategic Account Management Association (SAMA) certification to demonstrate expertise in account management practices.
• Track record of accomplishment and effectiveness within organizations.
• Capacity to understand clients' business objectives, identify opportunities, and align solutions accordingly.
• Familiarity with relevant technology and software tools to effectively manage customized solutions.
• Knowledge of Google Suite (Docs, Slides, Calendar, and Sheets)
• The ability to work cross-functionally, independently and as part of a team with a certain degree of creativity and latitude.
• Enthusiasm for work, and for the product, the technology, and the tools.
• Experience working with business tools (Jira, ticketing software, Slack)

What success in this role looks like?After six months, you will:

• Growing and retaining key accounts: Success as a custom enterprise account manager involves nurturing and expanding relationships with existing key accounts. Within six months, you should aim to deepen partnerships, understand their unique needs, and identify opportunities to upsell or cross-sell customized solutions. The ability to increase account revenue and ensure high customer retention demonstrates successful account management.

• Developing a comprehensive understanding of client requirements: Success in this role hinges on developing a deep understanding of each client's specific requirements. Within six months, you should become well-versed in their business objectives, pain points, and long-term goals. This understanding will enable you to propose tailored solutions, anticipate their needs, and position yourself as a trusted advisor.
• Collaborating with internal teams to deliver customized solutions: Custom enterprise account managers need to work closely with internal teams, such as product development, engineering, and support, to ensure the seamless delivery of customized solutions. Success can be measured by effectively coordinating efforts, communicating client requirements, and ensuring client satisfaction throughout the implementation process.

• Driving customer success and adoption: Success as a custom enterprise account manager involves ensuring the successful adoption and utilization of customized solutions by clients. Within six months, you should strive to facilitate smooth onboarding, provide training and support, and monitor usage metrics. Demonstrating high customer success rates and increased product adoption showcases your ability to deliver value to clients.

• Expanding the client base and generating referrals: In addition to managing existing accounts, a successful custom enterprise account manager should also focus on expanding the client base. Within six months, you should aim to identify and engage with new prospects, showcase the benefits of customized solutions, and convert them into new clients. Additionally, successful account managers often receive referrals from satisfied clients, indicating their ability to deliver exceptional service and outcomes.

After about a year, you will:

• Be an expert in the products and processes of the Enterprise Account Management team
• Handle complex customer accounts independently and assist team members
• Provide periodic feedback to your manager on process/customer handling
• Be an established Appointy values champion

Your Reward / What is in it for you?

• Competitive compensation
• A chance to work with Fortune 500 Enterprise customers
• Merit-Based career opportunities and to grow your career with an organization thats scaling rapidly.
• Paid paternity and maternity leave
• Health and life insurance coverage
• Hybrid working flexibility
• Transparency and visibility throughout a fast-paced, successful growth organization
• Access to Appointys state-of-the-art 4-acre office campus with facilities like, swimming pool, food and snacks, gym, and much more!

Interested? Apply now! Our recruitment team will screen your application and contact you.If you have any questions feel free to reach us at