Account Manager, District Partnerships

4MATIV Technologies•Alexandria, VA

63d•$85,000 - $95,000•Hybrid

About The Position

The Account Manager, District Partnerships is a highly organized, customer-focused leader who will oversee key components of 4MATIV’s partnership with Prince William County Schools (PWCS) – one of the largest school systems in Virginia, serving over 90,000 students. As 4MATIV expands its district services line over the next 1–3 years, this role is expected to grow to include oversight of additional district operations. This person will serve as the primary relationship owner for PWCS’s customer service and outsourced vendor management workstreams. They will be responsible for the successful execution of these two core components of the partnership and will participate regularly in meetings with PWCS transportation leaders—including the Director and Assistant Directors—while closely coordinating with 4MATIV’s District Services Routing Manager and 4MATIV senior leaders who engage with PWCS cabinet members and the Superintendent. The Account Manager will lead daily operations across multiple outsourced vendors and staff to ensure outstanding service delivery and client satisfaction. They will manage vendor relationships and billing negotiations, oversee supplemental contact center staff, and act as the central operational point of contact for PWCS transportation leaders. The ideal candidate brings strong account management skills, knowledge of school transportation operations, knowledge of customer service / call center operations, comfort with complex data and managing vendors, and exceptional customer-relationship instincts. This is a high-visibility, high-impact role, temporarily reporting directly to 4MATIV’s CEO, with significant collaboration with the Chief of Client Services and opportunities for growth as 4MATIV’s district partnerships expand.

Requirements

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.
Strong technical skills, including experience with data management and spreadsheet tools (Excel, Google Sheets, etc).

Nice To Haves

Experience negotiating contracts, billing adjustments, or service performance terms a plus.
Experience working with schools and/or school districts is preferred.

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.