School Planner Company · 1 week ago
Account Manager
New York, NY
Full-time
Hybrid
Mid Level
3+ years expSchool Planner Company is seeking an Account Manager to join their Customer Success team. The primary goal of this role is to ensure the long-term stability and satisfaction of a high-volume portfolio of Mimeo’s core customers by driving Net Revenue Retention through adoption, expansion, and proactive risk mitigation.
Higher Education
Responsibilities
Serve as the primary point of contact for a territory of core accounts, building and nurturing deep operational relationships
Proactively monitor purchasing patterns, usage frequency, and customer health data to identify and address any risks to continued purchasing volume
Ensure high customer satisfaction and address service issues efficiently by coordinating internal resources (Service, Operations, Solutions, Quality, Finance, etc.)
Develop and execute formalized Success Plans focused on driving continued and expanded adoption of Mimeo's core services within existing customer teams
Conduct regular business reviews focused on demonstrating consistent service reliability and addressing any operational challenges
Manage all customer communication related to contract compliance and high-level service delivery expectations
Identify and qualify incremental opportunities for expansion within existing departments or to penetrate into new teams and departments that are not currently utilizing Mimeo’s services
Focus on cross-selling complementary Mimeo services and products to current users
Clearly document new product/service needs and customer feedback to pass high-value, strategic expansion leads to the Sales team
Maintain a basic pipeline of qualified internal departmental leads and track all light penetration and expansion efforts in the CRM
Maintain records of customer interactions and health status within the CRM
Act as the internal Voice of the Customer for the retention segment, aggregating and communicating feedback to Product and Operations teams to drive improvements
Drive customer advocacy by identifying satisfied clients for reference calls, testimonials, and case studies
Qualification
Required
Minimum of 3+ years of experience in Customer Success, Account Management, or a retention-focused role, preferably managing a high-volume portfolio (50-100+ accounts)
Proven expertise in managing relationships and mitigating churn risk
Exceptional organizational skills and ability to manage multiple priorities and deadlines simultaneously
Proficiency in utilizing a CRM (Salesforce) for data-driven account management
Strong communication, diplomacy, and conflict resolution skills to maintain customer satisfaction during challenging periods
Preferred
Bachelor's degree preferred
Benefits
Excellent medical, dental, and vision coverage for you and your family
Generous PTO Policy
Internal career advancement opportunities
401K is offered after 1 year of service
Company
School Planner Company
Fully Customized Student Planners, Teacher Planners, & More Empower your unique school community with customizable resources that encourage mindfulness, increase confidence, and establish a foundation of student organization.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase