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SalaryAccount Manager: Full Time, Albany, NY (Remote)
Company Background: Passport For Good (P4G) is an innovative educational technology company that provides a web-based software application to school districts to promote student engagement and support data analysis. The platform serves as a simple way to help students identify, manage and celebrate all student activities within the district and across the greater community.
Job Description: P4G has a dynamic career opportunity for an Account Manager who is customer focused, solution-driven, team oriented and has a passion for guiding and nurturing customers in the technology field.
As the Account Manager, you will be responsible for managing customer relationships and cultivating customer accounts. You will serve as the customer’s day to day contact providing technical direction and expertise to the platform’s user groups. Ultimately your role will be to ensure that customers are fully engaged in understanding how the platform works, and will provide support and education on the platform’s benefits and solutions. Data analysis to provide customers with key insights and measure success will also be an important responsibility. This position will focus on driving customer loyalty and nurturing customer relations to expand account renewals and opportunities to cross-sell software services.
Successful candidates must possess exceptional communication skills, be self-motivated and solution driven, possess strong time management skills, and demonstrate the ability to lead exceptional customer service.
Reports To: Director of Operations
Key Responsibilities:
● Strategic planning to identify individual customer needs, aligning with P4G to provide a specialized solution for customer goals.
● Successfully lead customer training sessions for user groups as part of onboarding and ongoing product adoption.
● Configure the platform for each customer, creating a unique and positive user experience.
● Proactively monitor platform use and provide customers with information and assistance regarding product updates and new features
● Cultivate customer relationships to ensure customer success, on-going contract renewals and cross-sell opportunities.
● Ability to identify client needs and ensure prompt and responsive communication to support client inquiries and follow through on requests via email, online chat and phone.
● Works collaboratively to provide customer feedback to the sales, marketing, and product teams.
● Utilizes CRM to track key account data, outreach, and other relevant notes.
● Stewards company values and mission.
Qualifications and Skills:
● 1-3 years of customer service and/or customer success experience or relevant client support role.
● Should be proficient in maintaining complex excel spreadsheets and other productivity software.
● Intuitive communicator with strong written, verbal, interpersonal, and active listening skills, with the ability to convey concepts, products/services and answers questions in an engaging and personable manner.
● Dynamic presenter comfortable delivering training to diverse groups in a variety of settings
● Responsive in understanding client inquiries and requests; quick problem-solver who can clearly identify solutions
● Ability to think strategically with strong attention to detail
● Disciplined self-starter who is equally productive when working independently or on a team; can take initiative, prioritize, and complete tasks
● Conscientious critical thinker who considers multiple factors in the decision-making process
● Resourceful multi-tasker who anticipates and adapts to varied or shifting priorities
Technical Experience:
● Microsoft 365 and Google Workspace
● Customer support and knowledge base platforms
● Task management tools
● Data reporting and analytics
● Preferred experience in any of the following: SaaS, EdTech, NYS School Districts or their associated regional educational organizations
Requirements - Physical and Other:
● Valid driver’s license and satisfactory driving record.
● Occasional travel to customer worksites and tradeshows required.
● Periods of sitting at a desk and working on a computer and telephone.
● Must be able to lift to 15 pounds at times.
Benefits & Culture:
● Fully remote, work from home position
● Generous paid time off including vacation, holidays, sick and appointment time
● Monday – Friday schedule with core hours of 8:30 AM ET – 5PM ET
● Travel reimbursement
● Access to participant paid medical and dental insurance
● Team building and employee appreciation events throughout the year
Annual Salary:
● $50,000-$55,000
● Discretionary annual bonus based on company and individual performance
Job Type: Full-time
Pay: $50,000.00 - $55,000.00 per year
Benefits:
- Paid time off
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: Remote
