Account Manager

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

About 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.

Responsibilities

• Serve as the primary and central point of contact for all help desk and support-related activities and updates.
• Provide accurate and timely issue resolution.
• 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 or disputes as needed.
• Train fellow team members.
• Continually evaluate open or aged requests for completion.
• Escalate latent (24+ hours) resolution items to management for prioritization.
• Support queue coverage during core business hours.
• Maintain up-to-date knowledge of software releases.
• Maintain consistent customer management with assigned work.
• Proactively solve problems and troubleshoot software-related issues.
• Collaborate with internal teams and document processes.

Requirements

• High school diploma or equivalent, with 7+ years of experience providing technical support to end users (hardware and/or software support); or Bachelor’s degree with 3+ years of experience providing technical support to end users (hardware and/or software support).
• Working knowledge of the transportation industry is a plus.
• Intermediate knowledge of Microsoft Office Suite.
• Experience with database management systems (e.g., SQL Server, Oracle, DB2) is a plus.
• Ability to learn internal software and systems.
• Ability to work independently and as part of a collaborative team.
• Strong analytical skills to 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 multitasking abilities.

Work Environment

The work environment is typically quiet. 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 include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. While performing the duties of this job, the employee is frequently required to stand, walk, sit, talk, or hear, and occasionally reach with hands and arms.