Account Manager

The Account Manager role focuses on supporting our digital customers by maintaining and nurturing relationships with K-12 educational institutions that have purchased our One95 Literacy Platform. This role emphasizes ongoing account management, customer support, and proactive issue resolution. The Account Manager ensures that customers remain engaged and supported after the initial onboarding phase. This role also includes identifying potential growth opportunities within accounts and coordinating with the appropriate sales teams for upselling or cross-selling.

Key Areas of Responsibility:

• Client Relationship Management: Serve as the primary point of contact for assigned K-12 school districts and educational institutions for the One95 Literacy Platform, building strong relationships to support their continued success with the platform.
• Customer Success: Regularly engage with customers to ensure they are maximizing the value of the platform, proactively addressing challenges, and providing solutions to meet their educational objectives.
• Issue Resolution: Respond to customer inquiries, troubleshoot issues, and coordinate with internal teams, such as technical support or product development, to ensure timely and effective problem resolution.
• Retention and Renewal: Monitor account health, address concerns early, and work closely with customers to ensure contract renewals, acting as a trusted advisor to their success.
• Growth Opportunity Identification: Identify potential opportunities for additional products or services within existing accounts and bring these opportunities to the appropriate sales team to execute upselling or cross-selling initiatives.
• Feedback Loop: Gather and share customer feedback with product and development teams to help guide improvements and updates to the platform.
• Reporting: Provide regular reports on customer satisfaction, account health, and potential risks or expansion opportunities.

Qualifications:

• Bachelor’s degree in business, education, or a related field (or equivalent experience).
• 3+ years of experience in account management, customer success, or a related role, preferably within SaaS or education technology.
• Strong understanding of the K-12 education sector. Experience in the K-12 education sector preferred. 
• Experience working in or servicing 
• Excellent communication and relationship-building skills, with the ability to work effectively with school administrators and IT teams.
• Ability to manage multiple accounts and priorities in a dynamic environment.
• Strong problem-solving skills and a customer-focused mindset.
• Familiarity with cloud-based platforms, SaaS solutions, and CRM systems.
• Proficiency with CRM tools like Salesforce, HubSpot, or similar.
• Excellent verbal and written communication skills, with the ability to communicate complex security issues to non-technical stakeholders.
• Strong interpersonal skills with the ability to work collaboratively across departments and with external partners.
• Commitment to improving literacy and student reading achievement. 

Physical Requirements/Work Environment:

• The use of standard office equipment/computers and some light physical work required.
• This position is remote from your home office.
• Occasional travel as needed. 

Company Description:

95 Percent Group is an education company whose mission is to build on science to empower teachers—supplying the knowledge, resources, and support they need—to develop strong readers. Using an approach that is based in structured literacy, the company’s One95™ Literacy Ecosystem integrates professional learning and evidence-based literacy products into one cohesive system that supports consistent instructional routines across tiers and is proven and trusted to help students’ close skill gaps and read fluently. 95 Percent Group is also committed to advancing research, best practices, and thought leadership on the science of reading more broadly.

95 Percent Group has a fully engaged and highly committed leadership team who cares deeply about our mission.  We’ve hired the best from inside and outside the industry. This is a tremendous opportunity to join a company positioned for continued significant growth. An added plus is knowing that what you’re doing every day is making a significant difference in children’s lives. Come work with a group of smart, fun, passionate professionals who value creativity, innovation, and making an impact.  

95 Percent Group, LLC is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.