About DAT

DAT is a next-generation SaaS technology company that has been at the leading edge of innovation in transportation supply chain logistics for 43 years. We continue to transform the industry year over year, by deploying a suite of software solutions to millions of customers every day - customers who depend on DAT for the most relevant data and most accurate insights to help them make smarter business decisions and run their companies more profitably. We operate the largest marketplace of its kind in North America, with 226 million freight posts in 2020, and a database of $126 billion of annual global shipment market transaction data. We have co-headquarters in Portland, OR and Denver, CO, and additional offices in MO, TX, and Bangalore, India. For additional information, see www.DAT.com/company.

The Opportunity

DAT is looking for an Enterprise Support Account Manager to join our award-winning Customer Support team in Beaverton, OR.

In this high-impact, customer facing role, you‘ll bring all your expertise in delivering outstanding product support. Through both outbound and inbound communication, you’ll provide VIP service to Enterprise customers.

This is your opportunity to bring everything you’ve learned about providing customers with formal and informal training to a SaaS company that has been transforming an industry for almost half a century.

Candidate Profile

• Professionalism, drive, and initiative to quickly become a product expert and deliver outstanding service.
• Ownership approach to resolving customer questions and delivering solutions.
• Exceptional time management, follow through, and multitasking abilities.
• Extraordinary teamwork and communication skills.

What You’ll Do

• Deliver excellent customer service, product support, and customer training to Enterprise Accounts.
• Proactively retains customers by making outbound calls to identify revenue opportunities, update account information, educate customers and gather product and service feedback.
• Identify and communicate potential sales opportunities.
• Escalate and coordinate issues and resolution with DAT Product Managers and Sales Representatives.
• Respond to open issues and function as a technical advisor for Enterprise Account products.
• Proactively monitor and resolve or escalate potential system issues.
• Own the setup of Enterprise Accounts, and their agents, ensuring proper documentation on account structure.
• Help research and resolve Enterprise Account billing issues.
• Partner with the Enterprise Account Sales team.
• Relay customer requests and issues to Product Management and Engineering.
• Participate in pre-release product testing, providing productive input as to how quality and customer satisfaction can be improved.
• Manage customer information accurately and confidentially.
• Produces consistently high-quality work while maintaining excellent documentation.

Skills and Experience You’ll Bring

• 3+ years product or technical support experience, preferably in a dynamic call center environment.
• Highly self-motivated, and able to effectively prioritize and execute tasks in a fast-paced environment.
• Exceptional communication and interpersonal skills, establishing rapport and working well with others.
• Ability to present to a variety of audiences, either by phone, via go-to meeting/webinars, and in person.
• Advanced computer skills, including internet navigation, Good Workday, and more, to efficiently locate, retrieve and process information.
• High school diploma, some college preferred.

DAT embraces the value of a diverse workforce, and believes it is a core strength of our company that we encourage those values in every DAT employee, at every level of our organization, regardless of tenure or rank. We provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)