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Senior Account Manager

2 months ago
United States
Full-time
Senior
Account Manager
Customer and Technical Support
Apply Now
Packback

Packback

Packback is an education technology company based in Chicago, Illinois, offering Packback Questions, an AI-supported online discussion platform that enhances student curiosity, communication, and critical thinking skills through scalable asynchronous d...

Internet Software & Services
51-250
Founded 2014
View All Jobs 2

Description

  • Manage a portfolio of 20-40 accounts across onboarding, fulfillment, renewal, and upsell stages.
  • Drive account retention and growth across key accounts, accounts with growth opportunities, and accounts with complex deal strategies.
  • Maximize customer value by guiding institutions toward full platform adoption and desired learning outcomes.
  • Translate data-driven insights into actionable account strategies and stakeholder presentations.
  • Build and maintain collaborative relationships with institutional stakeholders at multiple levels.
  • Monitor customer adoption rates and develop strategic plans to increase platform utilization.
  • Plan and coordinate professional development workshops and seminars for faculty and teachers.
  • Communicate event goals and training requirements to Curriculum Success Managers for execution.
  • Proactively monitor contract health scores and intervene on accounts at risk of churn.
  • Serve as a subject matter expert on Packback platform features, updates, and AI-driven enhancements.
  • Identify and develop repeatable solutions for recurring customer problems, especially in new systems.

Requirements

  • 5+ years of experience in account management for education technology.
  • Experience building relationships and multi-threading with executive-level stakeholders, such as Provosts and VPAA leaders.
  • Demonstrated success managing and growing complex enterprise accounts with multiple stakeholders and varying contract lengths.
  • Proven track record of meeting or exceeding revenue retention and expansion goals, including NRR, GRR, and upsell/cross-sell targets.
  • Experience partnering with a Customer Success Manager and collaborating cross-functionally with Sales, Product, Support, and Marketing teams.
  • Strong understanding of the higher education landscape, including institutional decision-making structures, academic workflows, and technology adoption challenges.
  • Prior experience as an educator is a plus.
  • Willingness to travel domestically up to 40% of the time, or up to 30% as noted in the requirements section.
  • Must be authorized to work for any employer in the U.S. without sponsorship.
  • Ability to work from one of the listed U.S. states: AL, AR, AZ, CA, CO, CT, FL, GA, HI, IA, IL, IN, KY, MA, MD, MI, NJ, NC, NY, OH, PA, RI, SC, TX, VA, WA, WI.

Benefits

  • Salary of $100,000-$115,000 annually with a $25,000 annual variable target.
  • Multiple health and welfare benefit options, including medical, dental, and vision coverage.
  • 401(k) plan with employer matching.
  • Flexible and remote work opportunities.
  • Unlimited paid time off (PTO).
  • 12 weeks of paid leave for welcoming new children.
  • Employer Assistance Program (EAP).
  • Calm and DoorDash subscriptions.

Interested in this position?

Apply directly on the company website

Apply Now

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