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Senior Account Manager
Packback
- Birmingham, Alabama, United States
- Birmingham, Alabama, United States
Über
Manage a portfolio of 20-40 accounts across the customer lifecycle (Onboarding, Fulfillment, Renewal, Upsell). Anticipate this portfolio will include multiple key accounts, accounts with growth opportunities, and accounts with complex Deal Strategies. Maximize customer value by guiding institutions towards full platform adoption and achieving their desired learning outcomes. Translate data-driven insights into actionable strategies and compelling presentations, effectively aligning stakeholders with account priorities and needs. Build and maintain strong, collaborative relationships with key stakeholders at various levels within each institution (e.g.,Superintendents, Provosts, Deans, administrators, instructional designers,etc) Monitor customer adoption rates and collaborate with Project Leads and Key Decision Makers (KDMs) to develop strategic plans for increased platform utilization. Plan and coordinate engaging professional development workshops and seminars to educate faculty and teachers on integrating Packback into their curriculum and leveraging instructional AI. Communicate event goals and requirements to Curriculum Success Managers (CSMs) who will execute the training sessions. Proactively monitor contract health scores and identify accounts at risk of churn. Implement targeted interventions to address specific customer challenges and enhance overall satisfaction. Serve as a subject matter expert on all Packback platform features and updates. Maintain a deep understanding of Packback's AI-driven features and user experience enhancements. Identify and build repeatable solutions for known problems, especially as this pertains to new systems being built. Travel domestically up to 40% to meet with key decision-makers Requirements:
5+ years of experience in Account Management for education technology with a track record of multi-threading and building relationships with executive level stakeholders (e.g. Provosts, VPAA, etc.) Demonstrated success managing and growing complex enterprise accounts with multiple stakeholders with various contract lengths Proven track record of meeting or exceeding revenue retention and expansion goals (e.g., NRR, GRR, upsell/cross-sell targets) Prior experience as an educator is a plus. Experience partnering with a Customer Success Manager and working cross-functionally with Sales, Product, Support, and Marketing teams to drive customer outcomes. Strong understanding of the Higher Education landscape, including institutional decision-making structures, academic workflows, and technology adoption challenges Willingness to travel as required (up to 30% of time). Benefits:
12 weeks of paid leave for welcoming new children Multiple 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) Calm and DoorDash subscriptions
Sprachkenntnisse
- English
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