.Account Manager - Dutch speaking Full-Time, Hybrid in Barcelona, Spain 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.
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.
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 Account Management International team.
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 Deal with inbound inquiries from their 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; expedite 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 Manager, Account Management team 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