The associate director is responsible for working with strategic customers to ensure satisfaction and program adoption throughout the lifetime of the engagement. The associate director also leads and guides a team of account managers who manage a set of customer engagements. Successful candidates will have solid consultative skills, managerial skills, high servicing standards, experience managing the details of multifaceted projects, exceptional communication and interpersonal skills, the ability to lead complex problem resolution, strong organizational and management skills, experience with and a deep understanding of K-12 school environments, and a strong commitment to educational improvement.
This associate director will manage a team and portfolio of accounts in the Southeast region.
*** This role is focused on post-sales relationship management. While not a direct sales role, the Associate Director will team with Sales to identify and nurture upsell opportunities.
The associate director is responsible for managing and leading account teams in account service, maintenance, and growth activities for assigned accounts/region, including all aspects of service delivery and engagement management of customers representing state education agencies, large school districts, and strategic partnerships. The associate director will also manage relationships and projects at strategic levels on the account. This role requires the director to:
Lead all aspects of service delivery and account management to customers representing high-level state contacts, large school districts, and strategic partnerships.
Allocate and manage regional resources in line with account needs and value
Insure that team members are operating in line with team policies, goals, and AM best practices
Lead dedicated account teams in account retention and development efforts for an assigned territory
Lead and guide strategic planning and goal-setting for accounts
Manage customer relationships with key stakeholders and influencers at the state and district level
Perform ongoing customer needs analysis, conduct account reviews, and plan program consultation and growth strategy accordingly
Lead internal, cross-departmental teams to ensure effective problem resolution and solution deliverables
Manage account management regional staff
Establish and execute project plans and adoption plans for strategic accounts
Act as a customer advocate and advisor to other departments in the company, including technical support, training, product, marketing, and sales
Measure and maintain customer satisfaction post-installation and ongoing
Advise customers on mCLASS program integration and adoption
Manage compliance with contract/SOW deliverables
Identify departmental improvements and servicing improvements
Coordinate engagement efforts with sales, government relations, and executive staff to strengthen relationships, identify growth opportunities and in support of con
5+ years work experience
2+ years client-facing project leadership
Proven project and personnel management skills
Proven contract management and business analysis skills
Proven ability to lead cross-functional teams from a remote office
Ability to travel as required
Preferred Requirements of Associate Director, Account Management:
K-12 education experience a strong plus (administrative or classroom teaching)
Outstanding interpersonal and communication skills (both oral and written)
Resourcefulness and independent problem-solving ability
Enthusiasm for and comfort within fast-paced, entrepreneurial company culture
Interest in or experience with technology applications in education