Manager, Customer Accounts

Summary

Join our dynamic team and contribute to improving education through innovative solutions and remarkable customer service as a Manager of Customer Accounts.

Requirements

• 2+ years of proven experience managing customer-facing teams, ideally in a remote environment
• 5+ years of proven experience in sales or account management
• Demonstrated track record of successfully coaching team members to achieve and exceed goals
• SaaS applications and B2B technology-based products or services
• Exceptional communication, organization, time management, and emotional intelligence skills
• Methodical and data-driven problem-solving approach, with the ability to critically analyze issues and act decisively
• Proficiency in utilizing Salesforce to enhance team workflows and drive data-driven business decisions leveraging reports and dashboards
• Experience collaborating with diverse cross-functional teams such as Sales, Success, Product, and Engineering

Responsibilities

• Manage and empower your team of up to 12 Account Managers in a remote environment
• Monitor key metrics and report on team performance and KPIs, including achievement of activation goals
• Drive performance improvements by analyzing your team members’ metrics and conducting call reviews to identify areas of strengths and improvements
• Coach and train your team through regular 1:1’s and team meetings
• Partner with Customer Accounts Leadership to motivate, incentivize, and recognize team members to encourage top performance
• Serve as an subject matter expert on your teams; daily responsibilities as well as an escalation point for team members in navigating customer situations
• Interview and onboard new team members
• Identify and implement process improvements to continually elevate the customer experience and provide thoughtful, sustainable solutions to benefit the team

Benefits

• Premium medical benefits
• Dental benefits
• Vision benefits
• Generous paid parental leave
• Flexible paid time off policy
• Monthly wellness and productivity stipend
• Learning & Development stipend