Technology, Information and Internet

FileWave

51-200

United States

The Customer Account Coordinator will be responsible for administrative work for the Customer Experience Department with a focus on supporting the renewal process for existing FileWave customers. This role reports to the Director of Account Management and works in collaboration with Customer Experience, Professional Services, Marketing, and Finance teams with the objective of maximizing the overall FileWave Customer Experience.

## Tasks

Responsibilities include, but are not limited to, the following. The level of responsibility for the position may rise from what is stated here to match the capabilities of the individual or needs of the organization.

*   Entering new customer data and updating changes to existing customer accounts in the FileWave CRM database   
*   Creating and revising renewal and add-on quotes   
*   Processing incoming POs and cancellations 
*   Updating license keys for site license customers   
*   Scheduling meetings and completing other administrative tasks for Customer Experience Representatives and Engineers 
*   Researching trade show events and setting up meetings with current customers 
*   Developing existing customer account relationships (e.g., adding contacts, communicating regularly, scheduling strategic calls)   
*   Assisting with follow up on leads by Customer Experience Representative and Engineer 
*   Processing a high-volume and rapid response to inbound inquiries and leads   
*   Developing customer analytics with the goal of upselling during customer conference calls 
*   Working with Customer Experience Representative and Engineer to educate customers regarding available features and services offered by the FileWave product 
*   Participating in and contributing to new learning opportunities and personal/professional development

## Requirements

*   High school diploma, college degree preferred 
*   2+ years of experience in customer engagement/retention 
*   Experience with Customer Relationship Management (CRM) software; preferably Hubspot 
*   Successful experience achieving goals, meeting deadlines, and tracking the status of assignments 
*   Excellent customer service, interpersonal, and communication skills (verbal and written) 
*   Proven ability to effectively collaborate in a cross-functional environment 
*   Ability to adapt quickly and efficiently to workflow changes, in an agile work environment 
*   Detail-oriented and organized, with an obsessive degree of accuracy 
*   Strong time-management and multi-tasking skills 
*   Active listening skills and the ability to ask the right questions to get clear/accurate answers 
*   Proficient computer skills (i.e. MS Office, G-Suite, CRM, Jira, etc.)

## Benefits

*   Competitive benefits package, including **health/dental/vision** and **401k** with matching
*   Your **personal and professional development** are important to us. You will enjoy a career path **tailored to your personal needs**.
*   You will have daily contact with a **diverse** and **international team**
*   You will work with **industry-leading technology**
*   You will be part of our **positive** and **collaborative work environment**
*   You will enjoy the benefits of our **servant leadership**

Employee

Entry level

<p>The Customer Account Coordinator will be responsible for administrative work for the Customer Experience Department with a focus on supporting the renewal process for existing FileWave customers. This role reports to the Director of Account Management and works in collaboration with Customer Experience, Professional Services, Marketing, and Finance teams with the objective of maximizing the overall FileWave Customer Experience.</p>
<h2 id="tasks">Tasks</h2>
<p>Responsibilities include, but are not limited to, the following. The level of responsibility for the position may rise from what is stated here to match the capabilities of the individual or needs of the organization.</p>
<ul>
<li>Entering new customer data and updating changes to existing customer accounts in the FileWave CRM database   </li>
<li>Creating and revising renewal and add-on quotes   </li>
<li>Processing incoming POs and cancellations </li>
<li>Updating license keys for site license customers   </li>
<li>Scheduling meetings and completing other administrative tasks for Customer Experience Representatives and Engineers </li>
<li>Researching trade show events and setting up meetings with current customers </li>
<li>Developing existing customer account relationships (e.g., adding contacts, communicating regularly, scheduling strategic calls)   </li>
<li>Assisting with follow up on leads by Customer Experience Representative and Engineer </li>
<li>Processing a high-volume and rapid response to inbound inquiries and leads   </li>
<li>Developing customer analytics with the goal of upselling during customer conference calls </li>
<li>Working with Customer Experience Representative and Engineer to educate customers regarding available features and services offered by the FileWave product </li>
<li>Participating in and contributing to new learning opportunities and personal/professional development</li>
</ul>
<h2 id="requirements">Requirements</h2>
<ul>
<li>High school diploma, college degree preferred </li>
<li>2+ years of experience in customer engagement/retention </li>
<li>Experience with Customer Relationship Management (CRM) software; preferably Hubspot </li>
<li>Successful experience achieving goals, meeting deadlines, and tracking the status of assignments </li>
<li>Excellent customer service, interpersonal, and communication skills (verbal and written) </li>
<li>Proven ability to effectively collaborate in a cross-functional environment </li>
<li>Ability to adapt quickly and efficiently to workflow changes, in an agile work environment </li>
<li>Detail-oriented and organized, with an obsessive degree of accuracy </li>
<li>Strong time-management and multi-tasking skills </li>
<li>Active listening skills and the ability to ask the right questions to get clear/accurate answers </li>
<li>Proficient computer skills (i.e. MS Office, G-Suite, CRM, Jira, etc.)</li>
</ul>
<h2 id="benefits">Benefits</h2>
<ul>
<li>Competitive benefits package, including <strong>health/dental/vision</strong> and <strong>401k</strong> with matching</li>
<li>Your <strong>personal and professional development</strong> are important to us. You will enjoy a career path <strong>tailored to your personal needs</strong>.</li>
<li>You will have daily contact with a <strong>diverse</strong> and <strong>international team</strong></li>
<li>You will work with <strong>industry-leading technology</strong></li>
<li>You will be part of our <strong>positive</strong> and <strong>collaborative work environment</strong></li>
<li>You will enjoy the benefits of our <strong>servant leadership</strong></li>
</ul>


Customer Account Coordinator (US - Remote)

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