Account Manager, Customer Support

About the Role

easySLR is an AI-first SaaS platform designed to simplify and accelerate systematic literature reviews through AI-powered study selection, data extraction, evidence synthesis, and research analytics.

Key Responsibilities

• Manage assigned customer accounts and serve as the primary point of contact for day-to-day communication.
• Conduct product demonstrations, customer onboarding, and training sessions to ensure smooth platform adoption.
• Develop a strong understanding of EasySLR's features and workflows to effectively guide customers.
• Address customer queries, troubleshoot issues, and coordinate with internal teams to ensure timely resolution.
• Escalate complex issues, customer concerns, and potential account risks appropriately.
• Monitor customer engagement and satisfaction to ensure a positive customer experience.
• Identify potential renewal, upselling, and account expansion opportunities and share them with senior team members.
• Collect and document customer feedback, feature requests, and recurring issues to support product improvements.
• Maintain accurate customer records, support documentation, FAQs, and onboarding updates.
• Collaborate with Product, Engineering, and Customer Success teams to continuously improve the customer experience.

Requirements & Tech Stack

• 0–2 years of experience in Account Management, Customer Success, Customer Support, or a similar role, preferably in a SaaS company.
• Excellent verbal and written communication skills, with the ability to interact confidently and professionally with customers.
• Strong problem-solving, organizational, and multitasking abilities.
• A proactive, customer-focused approach with a willingness to learn new technologies and processes.
• Ability to collaborate effectively with cross-functional teams.
• Familiarity with AI-based SaaS platforms, systematic literature reviews, or life sciences research would be an advantage.

Qualifications

• Fresh graduates with strong communication skills are also encouraged to apply.
• Prior experience in a client-facing or customer-handling role would be an added advantage.