Account Manager - SMB, East Coast

To qualify for the Account Manager - SMB role at AudioEye, candidates should have a Bachelor's degree or equivalent work experience. Additionally, at least 2 years of experience in an Account Management role within a B2B tech environment is essential. Familiarity with HTML, JavaScript, and CSS design will be beneficial, along with strong problem-solving skills and a customer-centric mindset.

The Account Manager - SMB at AudioEye is primarily responsible for ensuring customer retention and success throughout their lifecycle. This includes executing a best-in-class post-sale experience from onboarding to renewal, managing customer success activities, nurturing customer relationships, and communicating growth opportunities to the Strategic growth team for potential cross-sells and up-sells.

Driving customer success as an Account Manager - SMB at AudioEye involves influencing product adoption, enhancing customer satisfaction, and ultimately increasing renewal rates. By establishing strong relationships, providing training and support, and actively seeking feedback, you’ll play a key role in ensuring clients see ongoing value from our digital accessibility solutions.

Success in the Account Manager - SMB position at AudioEye requires excellent communication and relationship-building skills, an analytical mindset, and the ability to adapt to a fast-paced environment. Strong empathy for customers, a passion for growth, and a collaborative spirit to work with cross-functional teams are also vital to driving success.

The Account Manager - SMB at AudioEye can expect diverse growth opportunities through increased product adoption within client accounts and the chance to take on leadership responsibilities as clients grow. Additionally, involvement in training and mentoring new team members helps enhance personal skills and contributes to career advancement.

In answering this question, focus on specific relationships you've managed, the strategies you've employed to foster those relationships, and any measurable results that demonstrate your effectiveness. Use STAR (Situation, Task, Action, Result) format to give structured answers.

When discussing how you handle customer complaints, highlight your approach to active listening and empathizing with the customer. Describe the steps you take to resolve issues promptly and effectively, ensuring the client feels valued and heard.

Share specific strategies that allow you to keep clients engaged and satisfied. Whether it’s regular check-ins, providing additional training, or implementing feedback loops, demonstrate how these strategies have led to improved outcomes for clients in past roles.

In your response, emphasize your ability to prioritize based on deadlines and client impact. Mention any tools or techniques you use to maintain organization and ensure that all clients receive the attention they need.

Describe a specific situation where you identified the opportunity for an upsell. Explain your approach, your understanding of the client’s needs, and the outcome of your efforts to successfully lead to a sale.

Discuss metrics that you track, such as customer retention rates, upsell revenues, or satisfaction survey results. Explain how you use these metrics to adjust your strategies and ensure ongoing success for your accounts.

Share your passion for helping customers succeed and the satisfaction of building long-lasting relationships. Highlight how your personal values align with AudioEye's mission and drive your motivation.

Use the STAR method to discuss a real-life example where you faced a challenging situation with a client. Focus on how you approached the issue, the steps you took to resolve it, and what you learned from the experience.

Discuss how you seek out and incorporate feedback from peers and clients. Provide examples of adjustments you made as a result of constructive criticism and how those changes impacted your performance positively.

Explain the importance of collaboration with internal teams for successful account management. Share experiences working with cross-functional teams and how teamwork has led to better client outcomes.