4MATIV Technologies · 2 months ago
Account Manager, District Partnerships
United States
Full-time
Remote
Mid, Senior Level
$85K/yr - $95K/yr
5+ years exp4MATIV Technologies is focused on enhancing multi-modal mobility for school systems across the nation. The Account Manager, District Partnerships will oversee key components of the partnership with Prince William County Schools, ensuring client satisfaction and effective vendor management while leading daily operations and maintaining strong relationships with district leaders.
Information TechnologySoftwareTransportation
Responsibilities
Serve as 4MATIV's primary operational contact and trusted partner for PWCS customer service and outsourced vendor operations, managing day-to-day communication and coordination across all components of the contract
Build and maintain trust with district transportation leaders and staff through consistent delivery, transparent updates, and proactive service
Identify risks or challenges proactively, coordinate internal and external problem-solving, and escalate issues appropriately
Lead ongoing performance reporting to stakeholders; coordinate with and support 4MATIV senior leadership who will be engaged at a strategic level with the transportation department
Lead daily management of PWCS's outsourced transportation vendors (e.g., HopSkipDrive, FirstAlt, EverDriven)
Oversee vendor performance, ensuring adherence to contractual terms, on-time performance, route reliability, and safety. Use data effectively to measure vendor performance and ensure strong performance
Lead monthly billing and invoicing review and reconciliation, including identification of discrepancies, negotiation of adjustments, and approval of final invoices
Coordinate closely with 4MATIV's routing director to ensure seamless implementation and ongoing optimization of routing for vendor-provided transportation services (vans and sedans)
Oversee 4MATIV's supplemental contact center staff (4-8 representatives) supporting PWCS' contact center. Lead training for these staff and ensure consistent strong performance
Partner with PWCS contact center leadership to stabilize operations, improve service, and strengthen family satisfaction
Implement consistent scripts and protocols, quality assurance, and escalation processes in alignment with 4MATIV's consulting recommendations
Monitor daily performance metrics (speed to answer, abandonment rate, issue resolution time) and ensure adherence to established SLAs
Support and model a culture of empathy, responsiveness, and continuous improvement in all family and school interactions
Ensure all commitments are met with the highest level of quality and care, including monitoring and meeting district-set performance targets
Ensure alignment across internal 4MATIV teams to deliver seamless support to PWCS. This will include coordination with our Client Services Team, CEO, and District Routing Team
Track and analyze vendor and contact center performance data; identify trends, surface insights, and recommend operational improvements
Collaborate with internal teams on documentation, process improvement, and technology adoption efforts to improve PWCS operations
Ensure high-quality delivery and relationship strength that position 4MATIV for contract renewal and expansion opportunities
Contribute to cross-account learning and standardization efforts within 4MATIV's district partnerships portfolio
Serve as a thought partner to 4MATIV's leadership team in shaping service delivery models and scaling 4MATIV's district offerings
Qualification
Required
Bachelor's degree
5+ years of experience in account management, customer success, or operations
Demonstrated ability to manage complex projects from planning through execution, ensuring deadlines and quality standards are met
Experience managing vendor relationships, contracts, or large-scale service delivery operations
Strong analytical and problem-solving skills; able to interpret performance data and drive results
Experience negotiating contracts, billing adjustments, or service performance terms a plus
Strong technical skills, including experience with data management and spreadsheet tools (Excel, Google Sheets, etc)
Preferred
Experience working with schools and/or school districts
Benefits
401(k)
Dental insurance
Flexible schedule
Health insurance
Paid time off
Parental leave
Vision insurance
Company
4MATIV Technologies
Our mission is to turn transportation from a liability into an asset because we believe that transportation should never be a barrier to a quality education.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$0.25M2023-01-03Series A· $0.25M
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