SaaS Account Manager

As a SaaS Account Manager at ShipHawk, you'll focus on customer success and retention by driving the adoption and growth of our platform. Your role includes monitoring customer success metrics, identifying upsell opportunities, and collaborating with cross-functional teams to advocate for customer needs. Additionally, you’ll provide support and education to customers to maximize their return on investment and enhance their satisfaction.

To qualify for the SaaS Account Manager position at ShipHawk, candidates should have at least two years of experience in account management or customer success in SaaS, along with a strong understanding of WMS systems. You need to have excellent communication skills, be data-driven, and excel in problem-solving. A bachelor’s degree in a relevant field is preferred but not mandatory.

ShipHawk emphasizes both growth and customer satisfaction by leveraging the SaaS Account Manager's expertise to drive customer adoption and retention strategies. This involves using data analytics to track performance metrics, advocating proactively on behalf of customers, and working closely with other departments to align internal offerings with client needs. Building strong customer relationships and providing world-class support are also key components of this role.

New SaaS Account Managers at ShipHawk receive comprehensive onboarding to familiarize themselves with the company's platform, culture, and best practices in customer success. Continuous training opportunities are provided to enhance skills in communication, technical understanding, and SaaS management strategies, ensuring that you feel supported and confident in your role from day one.

A SaaS Account Manager at ShipHawk can expect a flexible, inclusive work culture that prioritizes employee growth and satisfaction. We offer unlimited PTO, a competitive salary, comprehensive health insurance coverage, and additional perks like stock options and a robust 401k plan. We foster a collaborative environment where contributions are valued and encouraged.

To drive customer adoption as a SaaS Account Manager, focus on understanding the customer’s business needs and goals. Implement a structured onboarding process that guides them through product features and best practices, ensuring they know how to leverage the platform effectively. Monitor their engagement and success metrics regularly to proactively identify areas for improvement and potential upsell opportunities.

Discuss an example where you used a structured escalation process to address the client's concerns. Emphasize your communication skills by explaining how you kept the customer informed, involved relevant internal stakeholders, and resolved the issue efficiently. Highlight what you learned from the experience and how it enhanced your problem-solving skills.

Effective upselling and cross-selling require a deep understanding of customer needs and product capabilities. Discuss how you would build relationships with key stakeholders to identify new opportunities based on their specific goals. Tailor your approach by providing personalized insights or case studies on how additional features or services could benefit them.

I utilize tools like Salesforce and Service Cloud to maintain accurate customer records. Explain your process for tracking key metrics, such as user engagement and satisfaction scores. Share how you use this data to create reports that showcase customer success, demonstrating value to the client while also guiding future interactions.

The key to long-term customer satisfaction lies in proactive engagement and communication. Always be available to address concerns, provide updates about product improvements, and gather feedback. Foster strong relationships by regularly checking in, understanding their evolving needs, and adjusting your support or services accordingly.

Provide an example of a time when you coordinated between sales, product, and engineering teams to resolve a customer's issue. Emphasize the importance of communication, understanding team dynamics, and making sure that every party involved is aligned with the customer’s goals. Highlight how collaboration enhanced customer outcomes.

Start by empathizing with the customer’s situation and clearly explaining the product capabilities. Work together to find a solution, whether it involves adjusting their expectations, exploring alternative features, or gathering feedback to relay to your product team for future enhancements. Maintaining transparency is essential.

Discuss your passion for helping businesses succeed and how satisfying it is to drive customer adoption and growth. Share examples of how you find motivation in building relationships and seeing tangible results from your efforts. This will reflect your commitment to the role and the importance of client success.

Explain your method for prioritizing customer needs based on urgency and impact. Describe how you use tools such as task management systems to organize your workload and ensure that all clients receive timely attention. Discuss how you balance long-term relationships with immediate demands effectively.

Express your commitment to staying current with industry trends and best practices by attending webinars, taking courses, and participating in professional forums. Highlight your interest in seeking feedback from peers and customers to continuously improve your skills and strategies as a SaaS Account Manager.