Job Description

Purpose of Business

Since 1985, McLeod Software has provided powerful transportation management and trucking software solutions to the trucking industry. These solutions, developed entirely by our company, are comprehensive, and they support integration with a broad array of complementary logistics products.

Purpose of the Role

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.

Reporting Manager

Manager, Core Customer Care Services

Responsible For

• Customer Account Management and Software Support
• Proactive Problem-Solving and Troubleshooting
• Help Desk and Issue Resolution
• Collaboration and Documentation

Essentials for the Role

• 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.
• Strong ability to multitask.

Key Accountabilities

• 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 and priorities efficiently while maintaining high levels of accuracy and attention to detail.
• 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.
• Maintain consistent customer management with assigned work.

Education / Experience

High school diploma or equivalent, with 7+ years of experience providing technical support to end users (hardware and/or software support); or Bachelor’s with 3+ years of experience providing technical support to end users (hardware and/or software support), required. Working knowledge of the transportation industry, a plus.

Computer Skills

To perform this job effectively, an individual should have an intermediate knowledge of Microsoft Office Suite. Experience with database management systems, a plus. (i.e. SQL Service, Oracle, DB2, etc.)

Supervisory Responsibilities

This job has no supervisory responsibilities.

Disclaimer

This job description outlines the primary duties of the position but is not intended to be all-inclusive. Employees may be asked to perform other duties as required to support organizational goals. McLeod reserves the right to update or change this description as needed.

Certificates and Licenses

None.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; and talk or hear. The employee is occasionally required to reach with hands and arms.