Enterprise Support Account Manager

About DAT

DAT is an award-winning employer of choice and a next-generation SaaS technology company that has been at the leading edge of innovation in transportation supply chain logistics for 45 years. We continue to transform the industry year over year, by deploying a suite of software solutions to millions of customers every day - customers who depend on DAT for the most relevant data and most accurate insights to help them make smarter business decisions and run their companies more profitably. We operate the largest marketplace of its kind in North America, with 400 million freights posted in 2022, and a database of $150 billion of annual global shipment market transaction data.  Our headquarters are in Denver, CO, and Beaverton, OR, with additional offices in Missouri, and Bangalore, India. For additional information, see www.DAT.com/company.

   

Application Deadline: 11/27/2024

The Opportunity

DAT is looking for an Enterprise Support Account Manager to join our award-winning Product Support team in Beaverton, Oregon.  In this high-impact, customer facing role, you‘ll bring all your expertise in delivering outstanding product support. Through both outbound and inbound communication you’ll provide VIP service to Enterprise customers. 

Candidate profile

• Professionalism, drive, and initiative to quickly become a product expert
• Ownership approach to resolving customer questions and delivering solutions.
• Exceptional time management, follow through, and multitasking abilities.
• Extraordinary teamwork and communication skills.
• Time management to provide appropriate solutions quickly
• Willingness to travel to company events and conduct customer site visits

What You’ll Do

• Deliver excellent customer service, product support, and grow customers’ depth of understanding by providing educational sessions, individually and as a group, on new and existing features
• Proactively retains customers by making outbound calls to identify revenue opportunities, update account information, educate customers and gather product/service feedback. 
• Identify and communicate potential sales opportunities.
• Assist with escalated issues from sales and coordinate issues and resolution with white glove service 
• Respond to open issues and function as a technical advisor 
• Proactively monitor and resolve or escalate potential system issues 
• Own the onboarding of Enterprise Accounts and their users
• Help research and resolve Enterprise Account billing issues
• Partner with the Enterprise Account Sales team on site visits and customer meetings.
• Relay customer requests and issues to Product Management and Engineering. 
• Participate in pre-release product testing, providing productive input as to how quality and customer satisfaction can be improved.
• Manage customer information accurately and confidentially.
• Produces consistently high quality work while maintaining excellent documentation

The Skills and Experience You’ll Bring

• 5+ years product or technical support experience, contact center preferred
• Ability to effectively prioritize and execute tasks in a fast paced environment.
• Tech-savvy. Background supporting customers in a SAAS environment, Salesforce preferred.
• Exceptional communication and interpersonal skills, establishing rapport and working well with others.
• Ability to present to a variety of audiences via phone, in person, or webinars
• Advanced computer skills, including internet navigation, Good Workday, and more, to  efficiently locate, retrieve and process information.
• High school diploma, some college preferred

Why DAT?

DAT is an award winning employer of choice.

For starters, we have a hybrid work environment, but we also know what makes a great workplace. We have a time-tested and resolute set of operating values predicated on integrity, mutual respect, open communication, and executing with excellence. These values inform our strategic vision as much as any one of our products does. We’ve been an employer of choice in the Portland metropolitan area for four decades, and within one year of opening our Denver office, DAT was #26 on Built In Colorado’s 100 Best Places to Work In Colorado.

• Medical, Dental, Vision, Life, and AD&D insurance
• Parental Leave
• Up to 20 days of paid time off starting in year one
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