Note: The job is a remote job and is open to candidates in USA. TeamSnap is a sports and communication platform dedicated to enhancing youth sports experiences. They are seeking an Account Manager to establish strong relationships with Sports Organization customers, ensuring high retention and product adoption through effective management of customer inquiries and support.
Responsibilities
- Own and manage a high-volume support queue, triaging incoming customer cases with speed and accuracy — this role requires comfort with volume, process discipline, and consistent follow-through across a large book of business
- Respond to customer inquiries and issues through the queue, providing timely, professional, and empathetic resolutions while maintaining high customer satisfaction standards
- Handle escalations quickly and calmly — assess urgency, loop in the right internal stakeholders, communicate proactively with the customer, and see issues through to resolution
- Follow established processes and playbooks for case management, renewal workflows, and migration support — and flag gaps or inefficiencies when you spot them
- Identify patterns across cases and proactively surface recurring customer pain points, friction points, or product feedback to your manager and cross-functional teams
- Support customers through the TeamSnap ONE migration by managing queue-based touchpoints, answering platform questions, and escalating blockers to the appropriate teams
- You’ll serve as the 'Voice of the Customer' internally, escalating product feedback that will address the needs of our customers to ensure proper product prioritization
Skills
- Minimum 0-3 years in Customer Success, Account Management, or Support, preferably in a SaaS environment
- Proven track record of managing a high-volume book of business or support queue with consistent results
- Ability to travel occasionally, including but not limited to our annual company meeting, periodic sales team meetings throughout the year, potential trade shows, and potential client visits
- Motivated - You get excited about exceeding business sales goals
- Strong Business Acumen - You understand our customers' goals and operations and how TeamSnap can add value to their organizations
- Resourceful - You're not afraid to take initiative but also ask for guidance when needed
- Customer Focused - You have compassion and care for the customer experience
- Process-Oriented - You follow documented workflows consistently, manage your queue with discipline, and look for ways to improve the process over time
- Collaborative - You believe in 'we' before 'I' and love to celebrate wins together
- Own and manage a high-volume support queue, triaging incoming customer cases with speed and accuracy
- Respond to customer inquiries and issues through the queue, providing timely, professional, and empathetic resolutions while maintaining high customer satisfaction standards
- Handle escalations quickly and calmly — assess urgency, loop in the right internal stakeholders, communicate proactively with the customer, and see issues through to resolution
- Follow established processes and playbooks for case management, renewal workflows, and migration support — and flag gaps or inefficiencies when you spot them
- Identify patterns across cases and proactively surface recurring customer pain points, friction points, or product feedback to your manager and cross-functional teams
- Support customers through the TeamSnap ONE migration by managing queue-based touchpoints, answering platform questions, and escalating blockers to the appropriate teams
- You'll serve as the 'Voice of the Customer' internally, escalating product feedback that will address the needs of our customers to ensure proper product prioritization
- Sports industry experience (preferred)
Benefits
- We're proud to be remote-first. We've been remote since 2009, long before COVID made it cool
- Unlimited PTO and paid parental leave for ALL parents (not just primary or secondary)
- 100% premium coverage of medical/dental/vision for you and your family
- 401K to help you invest for the future
- $1,500 annual learning and development stipend
- Travel to fun locations for all-company meetings and team events
- Generous home office allowance to set you up for success
- TeamSnap SWAG to our store upon starting and a $50 credit on every work anniversary thereafter
- A monthly stipend reimbursement for health & wellness and so much more!
Company Overview