Dandy

Lead, SMB Account Management

Dandy

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $110,000 per year

Job Level

Senior

About the role

  • Oversee daily queue operations to ensure timely and high-quality responses across all customer cases, maintaining accountability for queue volume, throughput, and SLA adherence.
  • Actively monitor team activity and staffing coverage, ensuring all scheduled queue sessions are attended and that daily case volumes are cleared by end of day.
  • Jump into the queue as needed to support high-demand periods, respond to or quarter back quick response to escalations, and/or assist with urgent customer cases.
  • Engage directly with customers as needed for NPS detractor outreach, escalated calls, or complex issue resolution, in partnership with the AMs, modeling best-in-class communication and problem-solving.
  • Serve as the first line of guidance for Pool Practice AMs, helping prioritize workloads, troubleshoot issues, and uphold SLAs.
  • Model strong execution standards (organization, responsiveness, and attention to detail) to lead by example for Dandy Speed urgency, quality and efficiency.
  • Support onboarding and continuous training for new AMs through shadowing, workflow demos, and feedback loops.
  • Conduct weekly performance and coaching conversations: review daily/weekly activity dashboards, provide feedback on trends, listen to calls and flag outliers to leadership.
  • Reinforce consistency in workflows, communication, talk tracks, and documentation across the team.
  • Identify workflow gaps or inefficiencies and make actionable recommendations to improve processes, templates, and automation opportunities.
  • Support leadership in implementing playbooks, campaign rollouts, and customer engagement experiments.
  • Assist in driving compliance on accurate and timely Vitally and SalesForce workflows to ensure visibility, context sharing, and operational tracking for the Pool customer base.
  • Leverage team and customer data to spot emerging patterns in churn risk, adoption, or satisfaction and take initiative to course-correct using automated campaigns in Vitally.
  • Partner with leadership on KPI reviews (outreach SLAs, adoption rates, renewal readiness) and help maintain data hygiene across systems.
  • Partner cross-functionally with CX, Sales, Ops, and Product to drive alignment, streamline processes, and ensure a cohesive customer experience.
  • Act as a point of contact for operational coordination between the Pool Practice AM team and other departments.

Requirements

  • 2+ years of experience in Account Management, Customer Success, or Sales, preferably within SaaS, healthcare, or dental technology.
  • Demonstrated ability to manage a high-volume portfolio while maintaining quality and organization.
  • Prior experience mentoring peers or informally leading a team preferred.
  • Strong written and verbal communication skills, with the ability to convey clarity and empathy to customers and teammates.
  • Proficient in CRM and workflow tools (Salesforce, Vitally, etc.), with comfort navigating dashboards, alerts, and case queues.
  • Highly organized, proactive, and adaptable in a fast-paced environment.
  • Energized by improving processes, building team culture, and delivering great customer outcomes at scale.
Benefits
  • healthcare
  • dental
  • mental health support
  • parental planning resources
  • retirement savings options
  • generous paid time off
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
account managementcustomer successsalesprocess improvementdata analysisperformance coachingworkflow optimizationSLA adherenceproblem-solvingmentoring
Soft Skills
communicationorganizationresponsivenessattention to detailadaptabilityproactivityteam leadershipempathycollaborationcustomer engagement