Account Manager II

National Student Clearinghouse • Herndon, VA

2d • Remote

About The Position

The Specialist II, Account Management (Account Manager II) is primarily responsible for the overall customer success of a defined set of customers within a specific geographic territory. The Account manager will promote the use of Clearinghouse offerings to public and private higher-ed institutions, educational organizations with a need to access the company�s data, state education organizations charged with oversight of public education, and outreach organizations committed to ensuring student success. These organizations include governmental and other entities with a legitimate reason to use Clearinghouse services and data to monitor student progress or to examine trends that impact public policy. You will support the regional approach to sustain and grow the Clearinghouse�s services to educational organizations and lead efforts within your territory to retain and grow business. In this role, you will manage the overall relationship with the Clearinghouse�s customer base within a specific geographical region and work directly with the Regional Relationship Manager to the same region. You will also support the field efforts related to business development and renewals with existing higher-ed customers in your assigned region. You will be the ideal candidate if you have a robust understanding of the higher-ed industry and how verified data informs educational policy and program analysis. Traveling nationally (up to 25% of the time) is not a concern and you enjoy meeting current and prospective customers virtually and face-to-face. Currently, this is a remote-first position, and this position may be required to periodically work on-site at our office and the frequency would depend on the department/division's requirements. Therefore, candidates must either reside within a reasonable distance to commute to our office or be willing to travel to our office in Herndon, when required.

Requirements

• Bachelors degree in business, marketing, education, or any related field.
• 3 years of experience with managing or supporting strategic client accounts and/or supporting a business development/sales team.
• Experience using a Client Relationship Management (CRM) tool, such as Salesforce.
• Highly customer centric, resilient, personable, productive, and professional.
• Demonstrated ability to: Effectively build relationships at all levels of the organization.
• Work independently, on a team, and perform in a leadership role.
• Multi-task and manage multiple priorities simultaneously.
• Proactively resolve client problems and/or inquiries in an effective and efficient manner.
• Detail oriented, self-motivated, and strong time management skills.
• Excellent problem solving and research skills.
• Excellent written, verbal, and interpersonal communication skills, with the demonstrated ability to communicate with all levels of the organization and make effective presentations.
• Proficiency working with Microsoft Office Suite and with other collaboration tools.
• Demonstrates the Clearinghouse�s core competencies: customer focus, optimizes work processes, communicates effectively, collaborates, and is open and authentic.
• Must live within a commutable distance to Herndon, VA or in one of the Clearinghouse's approved States for hiring purposes.
• Must be currently authorized to work in the United States on a full-time basis.
• We do not intend to sponsor external applicants for work visas, and may consider sponsorship only if no qualified candidates can be found who are authorized to work without sponsorship.
• Must be at least 18 years old.

Nice To Haves

• Previous work experience in higher education and/or secondary education.
• Knowledge of Clearinghouse services.

Responsibilities

• Demonstrate the Clearinghouse's core competencies: Customer Focus, Optimizes Work Processes, Collaborates, Communicates Effectively, and Be Open and Authentic.
• Responsible for the overall account management and customer success of existing higher-education clients within your territory.
• Conduct regular account reviews and training with higher-ed institutions, systems and organizations to ensure clients are satisfied with their service and ensure they are maintaining all necessary information to get the most out of their accounts
• Use a structured approach to understand client motivation, buying criteria, selection processes and solution preferences.
• Use a disciplined approach to prepare, set meeting objectives, dialog, position, handle objections, close and follow-up to calls.
• Demonstrate proficiency in relating, questioning, listening, positioning, and checking to determine client needs and concerns.
• Serve as a strategic partner to build, grow, and maintain profitable and long-lasting relationships with key accounts.
• Participate in major national and regional industry association and themed conferences.
• Build and execute a cadence of client value account reviews.
• Use opportunity management practices to prospect, qualify, propose, negotiate, contract, and provide ongoing support to clients.
• Recognize how new processes can help make the support of higher-ed clients more successful and willingly provides input.
• Accurately record activities within Salesforce and other Clearinghouse systems.
• Regularly partner with others across the organization (e.g. product teams, implementation, legal, finance) to ensure shared objectives are met in growing/retaining a client.
• Identifies and negotiates client requested changes and works with Legal to modify standard terms, as appropriate.
• Bring an outward mindset towards including others in solutioning while maintaining one�s own personal interests � demonstrates balance of self-awareness and self determination to create better results.
• Demonstrate problem solving skills including brainstorming options, evaluation of alternatives, enlarging the potential benefits, building reciprocity, and employing objective standards.
• Develop and maintain relationships with key stakeholders within your clients to improve client satisfaction.
• Bring energy, curiosity, and conviction to conversations; Effective in a wide range of settings, from one on one meetings to presentations.
• Build rapport by relating to others, acknowledging, and empathizing; listen to understand the business issues, and for emotional content.
• Use persuasive techniques to overcome objections and demonstrate how perceptions are shared.
• Demonstrate openness to new perspectives and ideas.
• Build trust with internal and external stakeholders by demonstrating consistency between words and actions.
• Seeks to understand others� interests and needs through thoughtful questioning and listening.
• Face difficult issues and tackles them with optimism and confidence; confident delivering all messages to internal and external stakeholders.
• Understand which issues to tackle and demonstrates a willingness to develop tactics to address concerns.
• Position may be required to perform other duties as required.
• These essential functions are representative of those that must be met by an employee to successfully perform the job.
• Reasonable accommodations will be made to enable individuals with disabilities to perform these essential functions.

Benefits

• Comprehensive medical, dental, and vision insurance
• Life and disability insurance benefits
• Health care, dependent care, and limited purpose flexible spending accounts
• Health savings account with annual employer contributions of $300 for employees and $600 for employees who are enrolled with their spouse and/or dependents
• Voluntary supplemental health plans for Accident and Hospital Indemnity coverage
• Infertility coverage
• Generous 401k matching contribution program with the opportunity to defer pre-tax and Roth contributions, as well as catch-up contributions for those who are eligible
• Competitive paid leave program consisting of vacation, sick, and personal time
• Paid holidays
• Up to 3 weeks of paid parental leave during a 12-month period
• Up to 5 days of paid military leave per calendar year
• Option to get reimbursed for basic wholesale company and roadside assistance memberships (e.g., Costco and AAA)
• Option to request a buy back on portions of unused accrued vacation based on tenure and certain other qualifications.
• Employee Education Assistance Program, which establishes reimbursement for qualified education expenses upon successful completion of the program
• Enterprise-wide LinkedIn Learning subscription
• Mental health with up to eight free therapy sessions for employees and their family members
• Well-being reward benefits
• Eligibility for service credit towards the Public Service Loan Forgiveness program (PSLF)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level