Account Coordinator

Marchex has been delivering innovative revenue generation and business optimization solutions for our customers since our founding in 2003, and as a public company since 2004. Marchex harnesses the power of AI and omnichannel conversational intelligence to provide actionable insights aligned with prescriptive vertical market data analytics, driving operational excellence and revenue acceleration. Marchex enables executive, sales, and marketing teams to optimize customer journey experiences across communications channels. Through our prescriptive analytics solutions, we enable the alignment of enterprise strategy, empowering businesses to increase revenue through informed decision-making and strategic execution. Marchex provides conversational intelligence AI-powered solutions for market-leading companies in leading B2B2C vertical markets, including several of the world’s most innovative and successful brands.

Job Overview

At Marchex, customer success and satisfaction are the highest priority. The Marchex Customer Success Team forms the front line in providing service excellence in the delivery of call and conversation analytics solutions for current customers. The Account Coordinator works closely with the designated Account Managers and/or Director to serve as the primary operational point of contact for the customer. As such, the Account Coordinator takes ownership of all service and support requests, working with both the customer and other Marchex departments to ensure resolution accurately, on-time and in-line with customer expectations.

Job Impact

The Account Coordinator provides overall day-to-day customer service and support via calls and correspondence to ensure the effective execution of Marchex products and services. The position encompasses product/feature set-up via UI and APIs, building reports, troubleshooting client issues, facilitating, and tracking service tickets to ensure immediate customer needs are being met.

Team

The Marchex Customer Success Team is dedicated to helping customers achieve their goals. As part of the team, you are responsible for optimizing Marchex’s value in the eyes of the clients by providing them with useful resources, timely and reliable support. As a team we are focused on fostering and developing a mutually beneficial relationship between Marchex and the customers we partner with.

Outline Of Duties And Responsibilities

Customer Relationship Management = 40%

• Work directly with and keep the Acct. Manager and/or Director informed on all customer/account activity, escalating issues as needed.
• Address and respond to customer questions and issues – troubleshoot and work with various internal teams such as Telecom/Client Services, Finance, Product or Operations to ensure timely resolution.
• Assist in the execution of customer projects (porting, introduction of new features/products, bulk orders/changes, etc.).
• Assist customers with basic billing/invoice inquiries. Escalate to Account Director when necessary.
• Respond to Marchex platform user inquiries regarding provisioning and reporting, user set-up and Org administration.
• Participate in weekly update meetings with Account Managers and/or Director to communicate account activity, project updates and outstanding issues.
• Participate in scheduled customer meetings, as needed.
  
  

Application Training and Support for Clients = 20%

• Create and present Marchex UI group training for customers.
• Demonstrate specific UI and product enhancements to existing customer base via web conference.
  
  

Full-Service Product Provisioning = 20%

• Perform and process full-service orders, renewals, updates to existing call tracking numbers, add call features, number moves, campaign updates, add integrations, etc.
• Create custom reports for internal or external customers such as those that UI is unable to generate.
  
  

Reporting = 15%

• Create feasibility assessments for custom reporting requests made by customers.
• Create, manage and deploy various monthly/weekly internal and external reports.
• Run SQL reporting for internal or external customers; for example: historical data, minute usage, DNI campaign data etc.
  
  

New Client Set Up = 5%

• Support the Account Directors and/or Director of Sales in onboarding new accounts. Responsibilities include, but not limited to, UI Org Set-up, setting up custom reports, setting up users, training users on provisioning and reporting, and responding to ongoing UI related questions from the customer.
  
  

Experience, Skills, and Qualifications

• Completion of post-secondary degree/diploma or equivalent experience.
• Minimum of 2 years of experience in a similar client support role, working closely with account managers and sales teams.
• Good understanding of digital marketing and advertising.
• Intermediate level of proficiency documenting, charting and integrating information utilizing Microsoft Excel, Word, PowerPoint and SQL.
• Excellent data entry and computer skills.
• Ability to coordinate projects and prioritize requests according to established guidelines.
• Solid written and verbal communication skills.
• Comfortable speaking with clients on the phone and in person, as well as conducting web-based training.
• Firm client service focus.
• Keen attention to detail.
• Strong organizational skills and the ability to handle multiple priorities and time sensitive matters.
  
  

Working Conditions

The job conditions for this position are in a standard office setting and may be fully or partially remote. Employees in this position use PC and phone on an ongoing basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.

Benefits

Marchex is committed the wellbeing of our employees. To ensure that every employee has the support they need Marchex offers a comprehensive benefits package. Some of these benefits may include, but are not limited to: Medical, Dental, Vision insurance; Life & Disability, Employee Assistance Program, Paid Holidays, Generous PTO, and Retirement Savings (401k/ RRSP). The benefits package offered may differ by location.

• Compensation $33,000 - $50,000 USD
  
  

The compensation range listed above may include base salary and short and/or long-term incentives. Exact compensation may vary based on skills, experience, and location.

Marchex’s commitment to diversity

We value a diverse workplace. Marchex is committed to employing people from diverse backgrounds and we actively demonstrate inclusiveness through fair, equitable and accessible hiring practices. We recognize the strength that comes from different experiences, backgrounds and perspectives and welcome candidates who identify as visible minorities, Indigenous people, persons with disabilities, and persons within the LGBTQ+ community. We feel it is important as an organization that all people have access and opportunity to be employed, to be valued and to be respected. Accommodations for job applicants with disabilities will be provided upon request during the recruitment, assessment, selection and placement process. Alternative format available on request.