Senior Account Manager

This is a fully remote position, open to applicants in Alabama, +23 more states.

📋 Description

• Oversee a portfolio comprising 20-40 accounts throughout their customer lifecycle (Onboarding, Fulfillment, Renewal, Upsell). This portfolio is expected to include several key accounts, those with growth potential, and accounts requiring complex Deal Strategies.

• Enhance customer value by guiding institutions towards complete platform adoption and achieving their intended learning outcomes.

• Convert data-driven insights into actionable strategies and impactful presentations, effectively aligning stakeholders with the priorities and needs of each account.

• Establish and sustain robust, collaborative relationships with key stakeholders at various levels within each institution (e.g., Superintendents, Provosts, Deans, administrators, instructional designers, etc.).

• Track customer adoption rates and work with Project Leads and Key Decision Makers (KDMs) to formulate strategic plans for improved platform utilization.

• Organize and coordinate engaging professional development workshops and seminars to instruct faculty and teachers on how to integrate Packback into their curriculum and utilize instructional AI effectively.

• Relay event objectives and requirements to Curriculum Success Managers (CSMs) responsible for executing the training sessions.

• Actively monitor contract health scores and pinpoint accounts that are at risk of churn.

• Execute targeted interventions to resolve specific customer challenges and improve overall satisfaction.

• Act as a subject matter expert on all features and updates of the Packback platform.

• Maintain a comprehensive understanding of Packback's AI-driven features and enhancements to user experience.

• Identify and develop repeatable solutions for recurring issues, especially regarding new systems being implemented.

• Travel domestically up to 40% to engage with key decision-makers.

⛳️ Requirements

• A minimum of 5 years of experience in Account Management within the education technology sector, with a proven ability to multi-thread and cultivate relationships with executive-level stakeholders (e.g., Provosts, VPAA, etc.).

• Demonstrated success in managing and expanding complex enterprise accounts with multiple stakeholders and varying contract durations.

• Proven history of achieving or surpassing revenue retention and expansion objectives (e.g., NRR, GRR, upsell/cross-sell targets).

• Prior experience as an educator is advantageous.

• Experience collaborating with a Customer Success Manager and working cross-functionally with Sales, Product, Support, and Marketing teams to drive customer results.

• Strong understanding of the Higher Education landscape, including institutional decision-making frameworks, academic workflows, and challenges in technology adoption.

• Willingness to travel as necessary (up to 30% of the time).

🏝️ Benefits

• 12 weeks of paid leave for welcoming new children.

• Various Health and Welfare Benefit Options (Medical, Dental, Vision).

• 401k plan (with employer matching).

• Flexible + Remote Work Opportunities.

• Unlimited Paid Time Off (PTO).

• Employer Assistance Program (EAP).

• Subscriptions to Calm and DoorDash.