Guideline is seeking an Account Coordinator to join our growing Account Management team. This role will report to our Manager, Account Management. This role is available in all locations with a strong preference for office access to either Portland, ME; Austin, TX; San Diego, CA; San Mateo, CA; or Atlanta, GA.

What you will be working on

This individual will act as a first point of contact for our clients while supporting the Account Management team with special projects. Your day-to-day will be focused on daily management and organization of product tools such as Confluence, Jira, and Zendesk.  We are looking for a highly organized team player and natural problem solver willing to wear multiple hats on a daily basis.

  • Act as the first point of contact for general client inquiries
  • Drive product value by maintaining internal team tools such as creating/updating documentation, general daily maintenance and whatever else will help our clients and our team succeed
  • Ensure timeliness and smooth processing of Account Management team workflows
  • Coordinate account onboarding and offboarding processes
  • Drive exceptional standards for Account Management operations to ensure everyone is operating efficiently
  • Support collaborative communication with cross-functional teams

The position will commence with rotations in two departments within Customer Operations to provide a thorough introduction to our product and customer-facing workflows critical to Account Management.  

The Team

Customer Success makes sure that our customers have a great user experience. We are a high-energy group and work closely with the departments in Customer Operations. The company relies on us to maintain customer satisfaction and high retention rate.

Qualifications

  • 1+ years experience in project management, customer care
  • Experience in Finance or technology industries desirable
  • Results-driven with exemplary phone, listening, and writing skills
  • Experience with customer support platforms and CRMs (Zendesk, Desk.com, Salesforce)
  • Adaptable with the ability to pick up new technologies, assess situations quickly, and look for smarter, better ways to achieve goals
  • Creative and analytical problem-solving skills
  • Demonstrated strong verbal and written communication skills
  • Flexible - we’re moving fast, so the ability to constantly adapt to new conditions is a must
  • Enthusiastic and high energy, but also poised, confident and extremely professional
  • Bachelor’s degree preferred or equivalent field-related experience
  • Ability to pass background and credit check for employment

More about Guideline

Technology is the backbone of what we do. It allows us to automate many 401(k) administrative tasks, integrate with leading payroll providers, and build affordable retirement plans for the smallest businesses.
 
But our platform is powered by people—engineers, account managers, data analysts, retirement consultants, and many more. Together, we’re creating a retirement platform that puts people first and empowers small business owners, their employees and the self-employed to not just retire, but arrive at a secure retirement.
 
In just a few years of operations, we've grown to over 20,000 clients and $4 billion in assets under management—and have raised $344M with top-tier investors.

Employee Benefits

  • Flexible Vacation Policy
  • 401(k) Matching
  • 100% coverage of Health / Vision / Dental
  • Generous parental leave policy

Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Skills

Account Management
JIRA
Collaborative Communications
Customer Success
Energetic
Customer Satisfaction
Retention Rate
Finance
Customer Support
Written Communication
Enthusiasm
Administrative Functions