Account Manager

Curriculum Associates Billerica , MA 01821

Posted 3 months ago

The Account Manager works with the online support team and is responsible for managing our large implementations, which includes the set-up and support of i-Ready, Curriculum Associate's online product. This also includes driving the annual license renewal process through high-quality service and attention to customer needs. We are looking for someone who has excellent customer skills, who embraces the concept of "selling through service," and who has a strong understanding of the classroom environment. Responsibilities include, but are not limited to the following:

The impact you'll have:

Customer Relationship Management

  • Build strong relationships through identification and cultivation of "champions" and "partners" in districts to strengthen program implementation

  • Review assigned accounts on a regular basis to understand usage trends, and complete regular check-ins with customers

  • Ensure customers are proficient in using i-Ready by identifying user needs and bringing in Educational Solutions Consultant to provide training and consultative services

  • Address customer concerns and ensure the resolution of issues in a timely manner, with follow-up when appropriate

  • Provide account and product related customer support for incoming calls and emails from customers (teachers, specialists and school leadership) including transferred calls from Customer Service

Project Management

  • Plan and conduct regular status and check-in meetings with customers and internal team members to continuously check the health of implementations

  • Work with new and prospective customers to obtain the necessary information (including account set-up forms and customer support) to ensure the proper set-up of accounts

  • Develop and own implementation planning document for assigned accounts and ensure that all items are delivered in a timely and effective manner

  • Set up and maintain accounts using consistent templates and processes

Renewals and Growth

  • Help to secure renewals through the development of strong relationships with key decision makers and supporting users within the district, school or organization; provide renewal quotes for specified accounts

  • Identify 'at risk' customers; reach out to these accounts more frequently, as well as coordinate with the sales and professional development teams to ensure customer retention

  • Generate leads by identifying new opportunities with existing customers and relaying this information to the sales rep or insides sales team

  • Provide product development and technology teams with customer feedback on product improvements

What we're looking for:

Successful candidates will thrive in a fast-paced environment and demonstrate a record of achievement:

  • College degree (Education or Marketing/Business preferred)

  • Classroom teaching experience (preferred) or business experience with an education company

  • Strong listening, communication (verbal & written) skills; excellent phone skills; ability to maintain accuracy and attention to detail in a fast-paced environment

  • Strong organizational and time-management skills, along with the ability to multi-task

  • Demonstrated integrity, ethical standards and a professional demeanor

  • A team player who works productively and cooperatively with a wide range of people and disciplines

  • A self-starter, disciplined, and competitive professional

  • Able to work independently with some direction

  • Problem solving and analytical capability

  • Proficient in the use of a computer, including the following applications: Word, Excel, Power point, Outlook, CRM tools, and search engines

Travel: Up to 10% travel is expected to allow for periodic school visits, attendance at educator events, and attendance at company national and regional meetings.

Salary: Competitive base salary and benefits package along with the opportunity to earn significant upside commissions and bonuses through a generous incentive compensation plan tied directly to your individual and team performance.

Location: Billerica, MA

Start Date: ASAP

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Account Manager

Curriculum Associates