Strategic Account Manager

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

📋 Description

• Spearhead the comprehensive implementation of intricate workforce technology solutions.

• Formulate implementation strategies, work plans, decision frameworks, timelines, and governance structures.

• Conduct discovery sessions that address customer objectives, policies, programs, stakeholders, technology environments, and operational limitations.

• Facilitate discussions regarding current and future workflows, user journeys, service delivery models, and data flows.

• Recognize risks, dependencies, and unresolved decisions, driving them toward resolution.

• Cultivate trusted relationships with executive sponsors, program leaders, technical stakeholders, and frontline teams.

• Lead executive presentations, steering committee meetings, strategic planning sessions, and implementation workshops.

• Convey complex information through presentations, written recommendations, status updates, and decision documents.

• Align platform decisions with customers’ workforce, economic development, and organizational strategies.

• Navigate conflicting stakeholder priorities and foster alignment across customer organizations and partners.

• Collaborate with Product, Engineering, Data, and Design teams to clarify customer needs, assess solutions, and communicate trade-offs.

• Provide customers with updates on integrations, data exchanges, configuration tasks, and technical deliverables.

• Articulate technical concepts to audiences with varying levels of technical expertise.

• Advocate for customer perspectives while balancing individual requests with a scalable product strategy.

• Identify recurring customer needs and market trends to inform the product roadmap.

• Develop an understanding of customers’ workforce ecosystems, target populations, programs, partners, and policy landscapes.

• Monitor workforce policies, labor market trends, funding developments, economic conditions, and other external factors.

• Assist customers in adapting their strategy, implementation, or platform experience to evolving conditions.

• Deliver customized platform demonstrations.

• Guide launch planning, stakeholder empowerment, adoption, and ongoing optimization.

• Establish metrics for success and link platform activities to program and workforce outcomes.

• Identify opportunities to enhance customer impact, broaden platform usage, and strengthen long-lasting partnerships.

• Manage ongoing account responsibilities through renewal and expansion.

⛳️ Requirements

• Extensive experience in strategic customer success, management consulting, workforce development, educational technology, government technology, implementation, or a related field.

• Proficient project and program management skills, including the ability to manage multiple workstreams, dependencies, and stakeholders.

• Proven capability to advise and present to senior executives and high-level stakeholders.

• Outstanding verbal and written communication abilities.

• Strong problem-solving skills with comfort in navigating ambiguous and evolving environments.

• Consultative relationship-building skills, including the ability to challenge assumptions, navigate difficult conversations, and foster stakeholder alignment.

• Quick adaptability to new policies, programs, technical concepts, and market dynamics.

• Availability to work during EST/EDT business hours.

• Must be legally authorized to work in the United States.

• Willingness to undergo a background check if necessary.

• Openness to occasional travel for conferences, offsites, and team gatherings.

• Preferred: Strong knowledge of public workforce systems, education-to-employment pathways, economic development, or related workforce topics.

• Preferred: Experience in leading complex, multi-stakeholder technology implementations or transformation initiatives.

• Preferred: Confidence in discussing integrations, data exchanges, system configurations, and product development.

🏝️ Benefits

• Stipend for a work-from-home office setup.

• Hybrid schedule option available for employees near the New York City office.

• Reasonable accommodations for disabilities during the application process, interviews, and employment.

• Commitment to an equal opportunity and inclusive workplace.