Summary
Overview
Work History
Skills
Timeline
Generic
Amber Eir Madsen

Amber Eir Madsen

Crystal Lake,IL

Summary

Results-driven Account Manager with over 8 years of experience specializing in client relations and technical support. Proven track record of increasing client satisfaction and retention rates through strategic onboarding processes and clear communication strategies. Proficient in HubSpot, Zendesk, and Airtable to anticipate and address client needs, fostering lasting partnerships. Dedicated to driving innovation and streamlining efficiency in client management, prioritizing exceptional service and enduring relationships. Adept at negotiating contracts, resolving client issues, and aligning services with client needs. Known for strong focus on team collaboration, adaptability, and delivering results. Highly reliable and flexible in meeting changing business needs.

Overview

8
8
years of professional experience

Work History

Account Manager

REPS & Co.
12.2023 - 04.2025
  • Managed client relations, ensuring satisfaction and contract renewals.
  • Improved onboarding for faster client integration and satisfaction.
  • Reported client metrics, resolving issues and building trust.
  • Coordinated with teams to meet client needs, fostering partnerships.
  • Analyzed data to address issues, increasing client retention.
  • Facilitated regular client check-ins to assess needs, strengthening relationships and driving contract renewals through proactive engagement.
  • Maintained open communication with clients, providing expert guidance and fostering a sense of trust in service delivery.
  • Coordinated cross-functional teams to address client needs, resulting in strengthened partnerships and increased contract renewals.
  • Analyzed client feedback and performance metrics, implementing solutions that significantly boosted client retention rates.
  • Facilitated regular check-ins with clients, fostering trust and engagement, which contributed to sustained contract renewals.

Product Support

Vivid Seats
09.2021 - 12.2023
    • Facilitated user support for SkyBox, enhancing platform functionality and satisfaction.
    • Resolved user issues efficiently, ensuring seamless product experience and user satisfaction.
    • Trained users on SkyBox, promoting effective utilization and operational efficiency.
    • Communicated solutions clearly, fostering user trust and product reliability.
    • Improved product quality, driving measurable enhancements in user experience.
    • Facilitated cross-departmental training sessions, empowering team members to leverage the SkyBox platform effectively and enhancing user engagement.
    • Resolved user technical issues promptly, resulting in a 30% reduction in support tickets and improved customer satisfaction scores.
    • Developed and implemented user feedback loops, leading to actionable insights that enhanced product features and user experience.

Account Manager

AXS Ticketing
02.2017 - 08.2021
  • Managed client relationships, achieving high satisfaction and retention rates.
  • Reported client health metrics to senior management, resolving issues quickly.
  • Mastered AXS products, becoming a key resource for client inquiries.
  • Evaluated ticketing services, ensuring compliance with business terms.
  • Supported events on-site, enhancing client and venue team collaboration.
  • Cultivated strong client relationships, achieving high satisfaction levels and fostering repeat business through proactive communication.
  • Monitored client health metrics, identifying trends that led to timely interventions and improved overall client satisfaction.
  • Worked closely with venue teams to ensure seamless event execution, enhancing the client experience and strengthening partnerships.
  • Executed regular evaluations of service delivery against contract terms, ensuring compliance and maximizing client value.
  • Provided on-site support during events, facilitating smooth operations and reinforcing client trust in AXS services.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.

Skills

  • Back Office (Expert)
  • Outbox (Expert)
  • Archtics (Expert)
  • SkyBox (Expert)
  • Google Suite (Experienced)
  • Slack (Expert)
  • Hubspot (Skillful)
  • Freshdesk (Experienced)
  • Zendesk (Experienced)
  • Jira (Experienced)
  • Microsoft Office (Experienced)
  • Notion (Experienced)
  • Airtable (Expert)
  • Account Management (Expert)
  • Client Relations (Expert)
  • Technical Support (Expert)

Timeline

Account Manager

REPS & Co.
12.2023 - 04.2025

Product Support

Vivid Seats
09.2021 - 12.2023

Account Manager

AXS Ticketing
02.2017 - 08.2021

Similar Profiles

CREATE PROFILE
Amber Eir Madsen