Role Description Make an impact where it matters most, your customers. We’re looking for an experienced and customer-focused Account Services Specialist who thrives on solving complex challenges and delivering exceptional service. In this role, you’ll go beyond support, you’ll act as a trusted advisor, helping customers unlock the full value of our platform while creating meaningful, lasting partnerships. If you enjoy digging into problems, guiding customers to success, and being the expert others rely on, this is a great opportunity to make a real difference. - Take full ownership of customer satisfaction by meeting (and exceeding) service level agreements, response times, and resolution expectations - Serve as a subject matter expert, resolving complex issues across multiple product areas - Build strong relationships with customers by delivering thoughtful, timely, and high-quality solutions - Provide strategic guidance to drive product adoption and help customers achieve their goals with B2Gnow - Support customers through their transition from implementation to ongoing account services - Lead one-on-one trainings and follow-up sessions to ensure customers feel confident using key features - Develop deep expertise in our software, including configurations, advanced functionality, and integrations - Identify trends and advocate for customer needs to influence product and process improvements - Offer tailored recommendations to help customers maximize the value of their investment - Collaborate with and mentor team members on advanced issues and escalations - Meet and exceed key performance indicators (KPIs) established by your manager - Travel to corporate locations 1–2 times per year as needed Qualifications - Minimum 2 years of experience in customer support, administrative, or a related customer facing role. - Proven ability to manage complex customer interactions and deliver high quality outcomes while maintaining professionalism under pressure - Strong problem solving and critical thinking skills with the ability to investigate issues, identify root causes, and communicate next steps clearly - Any experience working within ticketing and support platforms such as Zendesk, Jira, Salesforce, or similar systems - Comfortable navigating open ended conversations, discussing system workflows, reporting or escalating issues - Ability to manage multiple priorities, follow through on open issues, and maintain strong attention to detail in a fast paced environment - Strong written and verbal communication skills with a customer focused and solution oriented approach - Ability to work cross functionally with Product, Development, Data, Support, and Onboarding teams to resolve customer concerns - Proficiency in Microsoft Office and/or Google Workspace - Ability to learn complex software platforms, industry terminology, and evolving compliance or program requirements Benefits - Comprehensive Coverage from Day One: Medical, dental, and vision insurance begin on your first day of full-time employment - Choice and Flexibility: Select from 11 nationwide UnitedHealthcare plans to best meet your and your family’s needs. One plan is 100% employer-paid for employee-only coverage - Affordable Dental & Vision Options: Offered with low employee cost-sharing - 401(k) Retirement Savings: 100% employer match up to 4% of your pre-tax salary contributions, with immediate vesting after three months - Income Protection: Employer-paid short- and long-term disability coverage to provide financial peace of mind - Generous Paid Time Off: Enjoy 20 days of PTO, 14 paid holidays, and Summer Fridays to support work-life balance and time to recharge