JOB SUMMARY

The Account Management Specialist is a vital operational anchor within the Growth & Strategy Team. This role is designed to be the primary technical and operational point of contact for our customers, ensuring a high-touch service experience from the moment a sale is finalized.

As an integral member of the team, you will oversee the post-sale customer lifecycle from executing routine account setups to inputting complex order information for large customers. By managing high-volume inbound inquiries and daily account maintenance, you allow our strategic teams to remain focused on high-level growth and complex integrations.

1. Customer Support & High-Touch Service

● Response Excellence: Manage all inbound phone and web-based customer inquiries via Freshdesk, ensuring a first-response time of under 4 business hours. Customer support requests average approximately 20-30 per day, with up to 75-100 per day during peak back-to-school season.

● Resolution Ownership: Resolve Tier 1 technical issues (logins, access permissions, navigation) on the first contact whenever possible.

● Facilitator Success: Act as a dedicated resource for facilitators, providing real-time support during curriculum launches to ensure minimal technical downtime.

2. Operational Account Execution

● Post-Sale Handover: Lead the technical setup for all new accounts, ensuring that user seats, organization profiles, and curriculum access are live within 24 hours of contract signature.

● Order Fulfillment: Manage lower-complexity orders and fulfillment tracking, ensuring data flows correctly from the point of sale to delivery. 

● Strategic Triage: Review inbound requests to identify high-value opportunities, qualifying and routing them to the Account Manager as appropriate.

3. Data Integrity & Systems Partnership

● Systems Collaboration: Partner with the Growth & Strategy Associate to troubleshoot data sync issues between Salesforce, Freshdesk, and learning management platforms. Update information as needed in multiple systems, including a central customer database (Salesforce), an online customer portal (WordPress), an online learning management system (Absorb), and an order fulfillment system (Propago).

● Salesforce Hygiene: Support weekly audits of customer data to ensure contact information, contract dates, order information, and interaction logs are 100% accurate.

● Operational Reporting: Support the preparation of weekly snapshots of customer support trends and account health for the Growth & Strategy Team.

4. Retention & Growth Support

● Churn Prevention: Identify accounts with low "login activity" or high support volumes and alert the Account Manager to intervene before the renewal period.

● Content Support: Assist the Marketing and Program teams by distributing curriculum updates and technical "how-to" guides to the existing customer base.

● Account Management: Support with renewal and payment reminders.

Work Environment & Commitment

● Flexibility: Ability to work effectively in a remote environment and in an independent capacity. Our standard office hours range between 8:00 and 6:00 pm EST.

● Events & Travel: Ability to work occasional evening/ weekend hours for special events and travel for off-site meetings (up to four times per year).

● Our Culture: We are committed to a supportive work environment that prioritizes staff well-being, professional growth, and a shared passion for our mission.

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