Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• In the role of Account Manager, you will take ownership of the entire life-cycle of your designated accounts, focusing on retention and customer success.

• You will be responsible each quarter for renewals, Net Revenue Retention (NRR), and upsell quotas, collaborating closely with various teams to strengthen existing relationships, reduce churn, and discover new revenue opportunities.

• Build and maintain robust relationships with clients and stakeholders, serving as the primary point of contact at both the school and state system levels.

• Collaborate with the client’s core team to recognize and prioritize their essential needs and objectives.

• Offer strategic consulting for comprehensive student engagement, encompassing personalized communication, targeted outreach initiatives, lead generation, and application management.

• Supervise the execution and management of the client's contract across all participating schools to guarantee high customer satisfaction and the effective adoption of Element451.

• Direct the daily execution of client projects in partnership with the project team, which includes Customer Success Managers and Engagement Strategists.

• Track project activities, resources, and timelines to ensure successful outcomes.

• Create and manage project plans in cooperation with the client's team.

• Ensure compliance with KPIs such as timely delivery, NPS scores, and product usage.

• Facilitate discovery sessions with clients and utilize the insights gathered for the implementation, setup, and configuration of the Element451 platform, which includes constructing student journeys, communication workflows, AI tools, and system integrations.

• Record current processes and outline best practices for the desired future state, in line with industry standards and regulatory requirements.

• Continuously enhance and recommend improvements for the student journey, communication strategies, and enrollment processes within the platform.

• Evaluate the institution’s existing recruitment and enrollment business processes, pinpointing areas for enhancement and the adoption of best practices.

• Provide regular updates, progress reports, and presentations to stakeholders regarding the project's status and outcomes.

• Collaborate with the Customer Success Manager and Engagement Strategist.

• Work closely with internal teams, including sales, product development, and customer support, to ensure seamless service delivery.

• Maintain an up-to-date resource schedule and deliver regular reports and updates to leadership.

• Develop Managed Services documentation, processes, and playbooks, which include but are not limited to Discovery and Requirements Gathering sessions, Current State Analysis, Client audits and Benchmarks, and Future State Process Design frameworks.

⛳️ Requirements

• A collaborative team player with a minimum of 7 years of experience in a customer-facing role, preferably in SaaS environments.

• A demonstrated history of success in managing and expanding high-value, strategic accounts.

• Strong analytical and problem-solving abilities with the capacity to convert data into actionable insights.

• Exceptional communication, relationship management, and presentation skills.

• Familiarity with customer success methodologies and tools (e.g., Salesforce, Gainsight) is advantageous.

• Strategic thinker with the ability to formulate and implement effective customer success plans.

• A passion for building trust and surpassing customer expectations.

• A Bachelor’s degree is required.

🏝️ Benefits

• Opportunities for professional development.