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Dwolla Account Manager in Des Moines, Iowa

Account Manager

  • Customer Success

  • Des Moines, IA, USA

Dwolla is one of the fastest growing technology companies in Des Moines and has been recognized nationally by Fast Company as ‘one of the world’s most innovative companies.’ Joining the team at Dwolla means you will be entering a unique, open, and fast-paced working environment, located right in downtown Des Moines. You will join our team in building the ideal platform to move money, giving businesses the tools they need to access the ACH network and improve their payments process.

The Account Manager is dedicated to delivering world class service for Scale & Enterprise customers. This role will be responsible for providing product and service support to Dwolla customers. The Account Manager will be responsible for driving revenue contributions through contract re- negotiations, amendments, service upsell opportunities and contract extensions, as well be accountable for managing & tracking churn and associated bill collection. This position will be accountable for working collaboratively across functional departments to provide voice of the customer feedback in an effort to promote product innovation.

RESPONSIBILITIES:

  • Prioritize and respond to customer inquiries via phone, slack and email within specified service standards

  • Educate customers on Dwolla’s value proposition, product offerings and on-going platform enhancements

  • In conjunction with Finance, support contract renewals, extension and restructures inclusive of pricing strategies and tiered pricing for scale/growth

  • Achieve quarterly revenue commitments through client upsells

  • Foster key customer relationships and as needed, support industry conferences as a Dwolla leader and representative

  • Support client visits as needed to drive long term customer relationships and renewals

  • Support technical issues requiring communication and swift action for resolution for customers

  • Drive billing collection in the event of churn, return fees, outstanding fees etc.

  • Retain and renew contracts for assigned book of Scale and Enterprise Customers

  • Stay up-to-date on the latest policies, standards and procedures set forth and deemed necessary by Dwolla

  • Execute on required CSAT performance (#surveys quarterly/average score of 4)

  • Represent the voice of the customer internally in an effort to influence product innovation; ensure all product innovation requests are tracked consistently within Salesforce for ease in reporting/trending analysis

KNOWLEDGE AND SKILLS:

  • Strong customer service, account management and experience within a SAAS organization

  • Demonstrated experience driving strong customer relationships that yield increased revenue and long-term contracts

  • Proven track record of meeting and/or achieving set goals

  • Exceptional written and verbal communication skills

  • Strong reporting and analytical skills

  • Ability to embrace change and drive creative solutions to yield expected results

  • Ability to work independently under tight timelines with excellent communication to internal stakeholders

  • Experience with Salesforce from an account management and reporting perspective

  • Strong experience with FinTech apps and CRM software

EDUCATION AND EXPERIENCE:

  • B.A. in Business or related field

  • 3+ years Customer Service or Account Management

  • Conflict resolution experience

  • Previous experience at a B2B SaaS company

DWOLLA PERKS:

  • Competitive salaries

  • Stock Options

  • 401K Match

  • Paid Time Off

  • Paid parking or public transportation stipend

  • 12 weeks paid Parental Leave

  • Medical, dental & vision insurance

  • Life Insurance

  • Flexible Spending Account

  • Lunch & Learns

  • Casual dress- Dwolla swag is a good thing!

At Dwolla, we hold the core belief that the best teams are built by the inclusion of diverse ideas, experiences, and people. Join our team and bring your unique perspective to help build the ideal platform to move money.

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