Account Manager (West)

4MATIV Technologies•Phoenix, AZ

5h•$50,000 - $80,000•Hybrid

About The Position

The Account Manager is the primary owner of day-to-day relationships and service delivery for assigned schools. This role combines customer relationship management, operational execution, and system ownership. You will be responsible for ensuring transportation services run effectively, issues are resolved quickly, and schools experience consistent, high-quality support. This is a hands-on, fast-paced role that requires comfort with ambiguity, urgency, and operational detail. Success requires strong judgment, responsiveness, and the ability to coordinate across multiple internal teams.

Requirements

Bachelor's degree in business, marketing, or a related field preferred.
3+ years of experience in customer success, account management, operations, or service delivery role in a complex environment.
Proficiency in both Microsoft and Google product suites.
Mission Alignment – Motivated by improving outcomes for schools and families and contributing to a meaningful, service-oriented mission
Ownership & Results Orientation – Takes full ownership of accounts and follows through on issues end-to-end, prioritizing effectively to drive outcomes
Service Mindset – Maintains professionalism, care, and accountability in all interactions, including challenging situations
Operational Rigor – Strong attention to detail and ability to manage complex systems, data, and processes
Strategic Thinking – Anticipates needs, prioritizes what matters most, and drives thoughtful decisions around service design, routing, and account performance
Interpersonal & Relationship Management Skills – Builds trust with a wide range of stakeholders and leads conversations with clarity and confidence
Communication – Clear, direct, and responsive across internal teams and school partners
Adaptability – Comfortable operating in a fast-moving, ambiguous environment
Collaboration – Works effectively across teams to drive outcomes

Nice To Haves

Experience working with schools and/or transportation operations is a plus.

Responsibilities

Serve as the primary owner of assigned school accounts, responsible for both service quality and overall account health
Build strong relationships with school leaders and confidently lead both operational and strategic conversations
Set clear expectations, communicate proactively, and maintain trust through consistent follow-through
Identify risks early and manage sensitive conversations with professionalism
Develop a deep understanding of each school’s transportation model, including routing structure, vendors, student needs, and service constraints
Advise schools on routing strategy, service design, and operational tradeoffs
Translate school needs into effective operational plans in partnership with routing and operations teams
Continuously assess and improve service design over the course of the year
Own day-to-day service delivery and ensure transportation services run effectively
Monitor performance, investigate issues, and drive timely resolution
Manage escalations with urgency and strong judgment
Ensure ongoing service changes (e.g., student routing updates) are handled accurately and on time.
Coordinate across 4MATIV teams to ensure strong service delivery in all areas (e.g., Routing, Operations, Vendor Management, Billing & Invoicing)
Use operational data and service reports to monitor performance and identify trends
Translate data into insights and recommendations for schools
Prioritize work based on performance signals and account needs
Use data to proactively address risks and improve service outcomes
Understand and communicate key contract terms and pricing structures to schools
Review and quality-check invoices before delivery; respond to questions with confidence
Lead regular budget conversations, clearly explaining the financial impact of service and routing decision
Track contract status, payments, and outstanding items; escalate as needed
Proactively manage renewal timelines, identify risk signals, and lead renewal conversations
Own the accuracy and integrity of 4MATIV’s TOMS platform as the system of record for all transportation services
Configure and maintain system setup, ensuring all service changes are reflected accurately and on time
Train and support school staff, driving consistent and effective platform usage
Identify and resolve system or data issues in partnership with internal teams