Account Manager (Alexandria, VA Based)

  • 811 N Royal St, Alexandria, VA 22314, USA
  • Full-time

Company Description

Signal Vine is the leading higher education AI messaging platform transforming how higher education institutions reach, support, and engage students throughout their life-cycle. With over 50 million student interactions, Signal Vine’s Blended Messaging™ personalizes engagement using AI, workflow automation, chatbots, and one-to-one messaging to keep students on the path to success.  Signal Vine has been improving enrollment and retention outcomes with a proactive approach across the entire campus and student lifecycle.

Founded in 2013, Signal Vine was born out of Harvard University research conducted on reducing "Summer Melt" through advisor-led text nudges. With a proven use case to engage students, our  team has combined expertise in software with mobile technology to build a product that has grown into higher education's most impactful two-way messaging platform. Today, hundreds of educational institutions are using Signal Vine to engage students, staff, and employees. From getting students to college and hitting enrollment goals, to retaining students and up-skilling the workforce, our customers are reaching their goals with help from the Signal Vine team.

We believe in the power of conversation to build communities and to strengthen the opportunity for all to succeed. We are passionate about solving social issues through technological innovation and building a business we can all be proud of while doing it. We tie our success to that of others - the more people we help, the more successful we become.

Come join us as we build an exciting company that sits at the intersection of mobile technology, education, and workforce.

Job Description

We are in search of a hard-working professional with a competitive spirit to join our growing Customer Success team as an Account Manager. This individual will play a lead role in managing the success and growth of an assigned portfolio of customers. This role requires a “can-do” attitude, the desire to be a proactive and creative problem solver, and passion for improving student outcomes in education. The candidate will be responsible for developing account strategy, delivering annual customer retention and growth objectives, and enhancing overall customer satisfaction for a portfolio of 70+ organizations.

Job Responsibilities:

  • Build strong customer relationships by maintaining high levels of engagement and communication

  • Conduct routine account performance planning and business reviews with your customers

  • Perform data-driven reviews and analysis on customer portfolio to prioritize opportunity and risk

  • Renew and expand customer contracts, meeting and exceeding personal and team quotas

  • Advise customers on best practices for designing, implementing, and scaling their campaigns

  • Deliver both basic and advanced training sessions to ensure confidence with the platform and cultivate customer accountability

  • Resolve customer issues, alone and through collaboration with other teams

  • Drive customer advocacy in the form of references, referrals, and case studies

  • Contribute to the team culture of excellence

Qualifications

  • At least 2 years of experience in Account Management or Customer Success roles in SaaS

  • Undergraduate degree (BA/BS)

  • Ability to manage multiple priorities while maintaining strict attention to details

  • Strong written and verbal communication skills; consistent diplomacy, tact, and poise when working through customer issues and escalations

  • Experience managing a portfolio of clients including high profile customers, preferably colleges and universities

  • Detail-oriented

 

Additional Information

Company Benefits:

  • Competitive salary

  • Medical (employer paid), dental, and vision insurance plans

  • 401(k) plan with company match

  • Generous paid time-off and holiday schedule

  • Casual office attire and pet-friendly office