Account Manager

**Account Manager**

**About Our Crew**
Boats Group is the fastest-growing digital business in the recreational boating space. We are a talented team of techies, creatives, marketers, closers and customer advocates who spend each day pushing the boundaries of technology to make buying and selling boats easy. We spend each day surrounded by 500,000 boats from across the globe.

Our passion and unyielding dedication to getting people on the water influence our culture in ways you won’t find at other companies. We’re the best at what we do because we’re working in an industry we love. When you walk through our doors, you’ll find smart, dedicated people who consider one another family.

If you want to work in an inclusive, innovative environment where we encourage employees to collaborate, leverage their talents and actively shape the future of the company, then you will enjoy working here

We are excited to bring on a new Account Manager to work within our Operations team based across Europe. In this role, you will interact directly with your customers, providing service support for an assigned book of business. Acting as a vital link between the Sales, Marketing, Product, and Finance functions, you will partner closely with key contacts in these areas to deliver a World Class customer service experience.

**What You’ll Do**
- Manage inbound inquiries from assigned book of business including activation/deactivation of services and technical support
- Consistently deliver on key KPIs which include:

- Daily outbound talk time minutes
- Customer retention
- Activation of services within 24 working hours of contract confirmation
- Resolution of 90% of technical issues in less than 5 working days
- Partner with Sales, Technical Support, Collections, and Product to ensure customers receive high ROI from our products
- Increase customer engagement with the Boats Group products through the delivery of systems training and account health check-ins
- Resolve product or service problems by clarifying the customer's concern; determine the cause of the problem; select and explain the best solution to solve the problem; expediting correction or adjustment; follow up to ensure resolution
- Help to identify risks, whether around customer retention, or breakdown in services that might impact the customer and adversely affect revenue, escalating to the Operations Director/Senior AM for resolution
- Reduce cancellations of services and memberships through proactive engagement with our customers and demonstration of the value
- Assist in the recovery of bad debt where required
- Identify client needs and upsell opportunities to be referred to the Sales team
- Facilitate all digital advertising campaigns as sold by the Sales team from the contracted stage through to go-live
- Manage basic setup of inbound and outbound feeds

**What You Should Have**
- Proven customer service skills, with a genuine passion for speaking to customers, answering queries, and communicating clearly
- Strong customer focus and the persistence to deliver
- Good team-working skills and ability to partner with other departments
- Ability to become an expert in our Boat Wizard and Cosas De Barcos tools
- Enthusiastic and resilient; strong listening and influencing skills with an ability to handle difficult conversations where necessary and influence a win/win solution for both the customer and our business
- Must have EU citizenship or EU Work Visa
- Language requirements are fluent French and English; Ideally strong Spanish skills

**Perks**
You’ll be joining a close-knit and talented team, with plenty of opportunities for professional growth. We offer competitive compensation + benefits that are on par with large companies, while also placing a high value on maintaining a healthy work-life balance.
- Hybrid working flexibility
- New laptop + large second monitor + other office accessories
- All national holidays
- End of year Holiday leave
- Birthday holiday (You never have to work on your birthday)
- 32 hours of volunteer time paid per year (We are big into volunteering and helping out the community here at Boats Group)
- Professional reimbursement program for employees to take courses, attend seminars, etc. (Things to enrich you as a professional)