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Account Resolutions Specialist

  • Customer Support
  • Full time
  • 3 weeks ago
company profile image

LogMeIn

Job Description

About LogMeIn

LogMeIn simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in communication & conferencing, identity & access, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations across North America, Europe, Middle East, Asia and Australia.

About Role

In this retention focused position, the Account Resolutions Specialist will support both internal and external customers with a variety of contractual issues while considering both the needs of the customer and business. This position interacts with, collaborates with and provides support cross functionally to Sales, Support, Billing, Finance and Product Management. Success will be determined in the measurement of key performance indicators including detailed productivity metrics and Customer Satisfaction survey scores. This is an excellent opportunity for a positive, motivated and highly organized individual.

Responsibilities

  • Focus on retention by proposing solutions and negotiating with customers to identify best approach for retaining business based on client’s situation
  • Receive and take ownership of customer requests for contractual changes (such as cancellations, reductions, product swaps) while considering all cross functional impacts to billing, sales, finance and technical support as well as the overall LogMeIn business objectives
  • Reviews customer accounts for accuracy and completeness to ensure customer requests and changes are processed correctly
  • Process-oriented and makes data driven sound decisions and put business needs first
  • Keeps current with product knowledge regarding features and functionality, billing and promotional programs as well as those of competitors
  • Meets or exceeds personal performance goals, which are primarily measured through Customer Satisfaction survey scores, Service Levels, Issue Resolution, detailed productivity and operational metrics as well as contributions to team success and contributions to product improvements

Required Experience & Skills

  • Retention experience preferred
  • Listen, assess, and communicate effectively and positively under challenging circumstances
  • Ability to adapt and work efficiently in a rapidly changing dynamic environment; ability to manage multiple simultaneous tasks while maintaining a full understanding of an area of specialization
  • Must be flexible and re-prioritize daily as the work may fluctuate between quick resolution or lengthy negotiation
  • Use a curious mindset to think critically, troubleshoot and solve complex problems
  • Strong analytical skills; emphasis on SaaS understanding, CRM, and business analysis
  • Excellent oral and written communication skills; strong customer service skills
  • Familiarity with LogMeIn products, systems, and tools a plus
  • English-speaking proficiency is required; bilingual a plus
  • 3-5 years’ work experience in a Customer Service role
  • Bachelor’s degree preferred
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