About the Role
We're looking for an Account Manager who excels at providing personalized support and guidance to help prospects and trial users discover value in our platform. You'll be the friendly expert who helps new users navigate Programa through live demos, real-time support, and proactive outreach, ensuring they have everything they need to become successful paying customers.
Responsibilities
- Provide personalized support to trial users through Intercom, responding to questions and guiding them through challenges in real-time, offering up virtual meetings to drive a true human connection
- Conduct tailored product demos and walkthroughs based on each user's specific needs and use cases
- Proactively engage trial users via email, calls, and in-app messaging to ensure smooth onboarding
- Help users overcome setup challenges, understand features, and see quick wins during their trial period
- Track user engagement and conversion progress, identifying opportunities for intervention
- Escalate complex technical issues to senior team members while maintaining user relationships
- Document common user questions and blockers to help improve onboarding processes
- Provide feedback on messaging, playbooks, and product experience based on user interactions
Experience
- 1-2 years experience in SaaS account management, customer success, or sales OR background as an architect or interior designer interested in transitioning to tech
- Strong written and verbal communication skills with a helpful, empathetic approach
- Experience with customer support platforms (Intercom experience a plus)
- Familiarity with trial conversion or customer onboarding processes
- Ability to learn quickly and follow established processes while building expertise
- Comfortable with technology and explaining software features to users
- Detail-oriented with good organizational skills for tracking multiple trial accounts
Bonus Experience
- Experience in design, architecture, or creative industries
- Background supporting B2B software users
- Familiarity with project management or collaboration tools
Why Join Us
- Join a startup that's scaling fast with significant growth opportunities
- Direct impact on product strategy and company direction
- Work with a talented, collaborative team building something meaningful
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