Post-Sales Account Manager

Mandaluyong City, Metro Manila
Permanent
Full-time

2 months ago

Company DescriptionDashlabs.ai offers a single, end-to-end platform for automating and optimizing healthcare and medical diagnostic lab operations including integration with any lab machine.At Dashlabs.ai, we believe that access to quality diagnostics, and thus, access to quality healthcare, is a human right. ‍By giving labs an easy-to-use, quick-to-deploy integrated system with no heavy upfront costs, we're making the world a better, healthier place-one lab at a time.Job Description

Train new users and run refresher sessions for existing users.
Track and manage usage issues, adoption gaps, and day-to-day concerns of assigned accounts.
Log all user issues and requests in the ticketing system; keep it updated as the single source of truth.
Endorse tickets to onboarding, customer support, or engineering with complete context.
Monitor ticket progress and close the loop with users once resolved.
Coordinate cross-team fixes that require onboarding, CS, or engineering support.
Document recurring user patterns, friction points, and problems; share clean context with engineering (problems only, not solutions).
Work with marketing to identify and upsell products that fit each account's needs.
Support marketing in activating additional branches of existing clients that are not yet live with Dashlabs.
Manage multi-branch accounts and align all branches on usage, training, and issue resolution.

QualificationsRequired Experience & Skills:Professional Background: 2-4 years of experience in Customer Success, Account Management, or Technical Support, preferably within a B2B SaaS environment.Tech-Savviness: Proven experience using ticketing systems (e.g., Jira, Zendesk, Intercom) and CRM tools (e.g., HubSpot, Salesforce). You must be comfortable maintaining these as a "single source of truth."Communication & Training: Strong ability to explain complex technical workflows to non-technical users. You should be comfortable conducting training sessions, webinars, and refresher courses.Problem Solving: Demonstrated ability to troubleshoot user issues, perform root cause analysis, and document "clean context" for engineering teams (distinguishing between user error, product friction, and bugs).Account Growth: Experience identifying opportunities to upsell features or expand usage within existing accounts. You are comfortable collaborating with Marketing to drive adoption.Organizational Skills: Experience managing complex, multi-branch, or enterprise-level accounts. You can keep multiple stakeholders aligned across different locations.Preferred (Nice to Have):Experience in the Healthcare, MedTech, or Laboratory sectors.Background in teaching, adult education, or corporate training.Familiarity with product adoption metrics and user churn analysis.

Dashlabs.ai

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