Job Description

Purpose of this Position: The Account Manager is responsible for building and maintaining strong customer relationships while delivering software support solutions related to McLeod Software. This role works closely with internal support teams to resolve customer issues and identify necessary modifications to meet customer needs effectively.

Essential Duties and Responsibilities:

• Accurate and timely issue resolution.
• Serve as the primary and central point of contact, and manage, all help desk and support related activities and updates.
• Responsible for continuous growth in technical understanding and skills
• Manage time efficiently.
• Understand basic business operations and company profiles for each assigned customer.
• Inform management of any significant news or events related to customers.
• Provide backup support for other Account Managers and support resources.
• Participate in customer billing review and assist with resolving billing issues/disputes as needed.
• Train fellow team members.
• Continually evaluate open/aged requests for completion.
• Escalate latent (24+ hours) resolution items to management level for prioritization.
• Support queue coverage during core business hours.
• Maintain current up-to-date knowledge of software releases.

Competencies:

• Ability to learn internal software and systems

• Ability to work independently and as a member of a collaborative team

• Ability to analyze and assess business needs and cross-system impacts

• Ability to clearly convey technical information effectively

• Strong oral and written communication skills

• Attention to detail and accuracy

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• High school diploma or equivalent, required.
• Minimum of 4 years of experience providing technical support to end users (hardware and/or software support), required.
• Intermediate knowledge of Microsoft Office Suite.
• Working knowledge of the transportation industry, a plus.
• Bachelor's degree, preferred.
• Experience with database management systems, a plus.

Why McLeod?

At McLeod Software, we believe that our employees are our greatest competitive advantage. Each employee contributes directly to McLeod Software’s growth and success. With over 650 full-time team members, we’re still growing while staying true to who we are. Our priorities stay where they belong: with our employees, our customers, and the continued growth of our business. When you join McLeod, you’re joining a company that’s built for the long haul—with a clear vision, strong leadership, and a commitment to investing in our people.