Account Manager

Amplify Education, Inc. - NY - Full time

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The Account Manager liaises between Amplify and its strategic customers and is responsible for cultivating, developing and managing relationships. The Account Manager serves as the primary business contact for Amplify customers and is responsible for client satisfaction. The Account Manager is expected to consistently provide excellent customer service to accounts, as well as represent client needs and goals within the organization to ensure quality. The Account Manager manages the goals of key Amplify customers and helps leverage internal resources to ensure those goals are met. The Account Manager is expected to retain existing business and is responsible for influencing the upsell of each assigned account. 

Responsibilities of the Account Manager: 

  • Own large district and highly strategic customer engagements from launch, to ongoing support throughout the year, through the end of the school year 
  • Manage the relationship with the customer and Sales to provide implementation and customer experience success and ensure reference customers and renewals
  • Own relationships with key district leaders including CAO and CIO 
  • Partner with districts to understand their goals for the implementation and how they will measure its success; work with Amplify staff and district/school personnel to define project priorities and effectively manage priorities to ensure onboarding and launch success
  • Direct the activities of district IT personnel, school personnel, Amplify On-Site staff, Trainers and Customer Support staff through the implementation process
  • Work with third party providers and district/school IT staff to ensure the their network, wireless infrastructure and technology setup will support Amplify technologies 
  • Create implementation plans and manage their execution while maintaining day-to-day knowledge of implementation and project status; track and communicate project status, issues, risks and decisions to internal stakeholders Analyze data related to implementations to draw out key trends and insights and recommend actions based on findings 
  • Attend district or school events and meetings to manage the customer relationship and represent Amplify as well as communicate project status, issues, risks and decisions. Contribute information to sales strategies by evaluating current product results; identifying needs to be filled; monitoring competitive products in the school; analyzing and relaying customer reactions 
  • Analyze and escalate any barriers or concerns during the implementation that may impact the customer's strategic implementation plans or Amplify’s future sales strategy with the customer 
  • Determine order and priority of issues; alert appropriate contacts, provide immediate feedback to district/school personnel and Amplify staff and follow to ensure proper action was taken 
  • Raise risks and alert stakeholders and executives of launch readiness blocks encountered during onboarding and/or post launch high priority issues. Monitor troubleshooting of priority issues and help to implement solutions or workarounds. 
  • Post-launch compile customer launch issues and other details to determine stability of customer implementation success. 
  • Establish check points with the customer to communicate project updates, progress towards strategic goals and product, teacher, and student performance. (Post Launch, MOY, EOY) 
  • Update job knowledge by participating in Amplify and external educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations 
  • Work alongside other Program/Project Managers to identify and share best practices and to develop and implement proven project tracking tools and processes 

Basic Qualifications of the Account Manager: 

  • Bachelor's Degree, or equivalent experience 
  • 5+ years’ experience managing customer accounts
  • Proven project and personnel management skills and the ability to lead cross-functional teams 
  • Proven professional and dynamic presentation skills
  • Proven fluency with MS Office suite 
  • Ability to travel up to 75% at times 

Preferred Qualifications of the Account Manager: 

  • Master's degree a plus 
  • Outstanding interpersonal and communication skills (both oral and written) 
  • Resourcefulness and independent problem-solving ability Enthusiasm for and comfort within fast-paced company culture 
  • Teaching, Education, Sales or Marketing experience preferred

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Amplify Education, Inc.

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