About Edovo

At Edovo, our mission is to help everyone connected to incarceration build better lives. We’ve created a secure digital platform to expand education behind bars, reduce recidivism and to support the vocational and rehabilitation needs of the 2 million people in jails and prisons. At present, the Edovo platform has been licensed for use across 99% of the tablets in American jails and prisons and currently services over 300,000 incarcerated individuals in almost 400 facilities. Nationally, Edovo has a presence in 42 states. Users have access to tens of thousands of hours of self-guided learning materials, ranging from basic literacy and GED to career exploration and cognitive behavioral therapy. We’re also building tools for facility staff, educators, and content providers who need to be able to serve justice-involved people at scale.

Check out a brief picture of our program from the perspective of the people who use it.

 

The Role

Responsibilities 

Our Senior Account Manager joins the operations team to manage a territory of agency customers focusing on relationship-building, training, product delivery, and effective communication.

These responsibilities include but are not limited to:

  • Customer Engagement:

    • Cultivate and maintain strong advisor relationships with strategic customers, which may include industry partners in addition to a territory of correctional facilities at both the County and State level 

    • Identify and understand customer needs to provide tailored solutions that align with Edovo's products and services

    • Advocate for customer needs in all internal processes and decisions, while proactively sharing market learnings, site feedback, and results internally for the purpose of product roadmapping, UX/UI improvements and content decisions

    • Go beyond just consultation and deliver on the artifacts the customer needs; understand their needed outputs to best communicate customer plans back to them

    • Identify opportunities of delight to satisfy and/or bring value to customers while driving product adoption

    • Maintain a very thorough understanding of the Edovo products and services to ensure the customer is confidently using the Edovo provides and aware of any additional upselling features

  • Training and Onboarding:

    • Develop and implement comprehensive training programs for partners and internal teams.

    • Participate in hosting weekly product trainings for all existing and potential Edovo customers to onboard, equip, and train them to successfully use Edovo products and services

    • Develop training tools and resources to best support a customer’s onboarding experience

    • Support project managers in the deployment process and planning toward a seamless launch

  • Escalation Management:

    • Act as a point of contact for escalated issues, demonstrating effective problem-solving skills and ensuring timely resolution

    • Collaborate with cross-functional teams to address and resolve challenges

    • Be willing and excited to call a customer to discuss the best solution to solve their problem fostering a consultative relationship

  • Collaboration and Communication:

    • Foster collaboration among internal teams to ensure seamless execution and delivery of services

    • Communicate effectively with partners, facilities, and internal stakeholders to relay information, updates, and changes including mitigating potential challenges by providing support and guidance during transitions

    • Develop communication plans and artifacts to best articulate customer changes, customer ideation or needs assessments

    • Proactively communicate changes in products, services, or processes to partners and facilities

Qualifications

  • A passion for Edovo’s mission and empathy for the unique challenges facing incarcerated individuals and facility staff.

  • 5+ years of experience encompassing customer communication, account management, customer success and/or support including customer escalation, marketing and release communications, customer needs assessments, consulting and product trainings

  • Collaborative, works well under pressure and comfortable with change and complexity in dynamic environments. Can shift readily between the "big picture" and the small-but-crucial details, knowing when to concentrate on each. Is a strong collaborator across other functional areas including Product, Marketing, Finance, and Engineering.

  • Ability to deliver strong work-product with the ability to mirror brand voice while delivering on the customer needs

  • Ability to identify issues and problems, generate solutions, and choose appropriate alternatives using basic root cause analysis

  • Strong written and verbal communication with ability to listen for understanding to elicit customer requirements for communication back to project and product teams

  • Exceptional interpersonal skills; ability to build strong relationships throughout the company and industry as a whole

  • Self-motivated, quick and assertive, extremely detailed oriented and organized 

  • Exceptional time management skills 

  • Have a clear understanding of the opportunities and challenges of operating as a lean nonprofit— as well as the important steps to take as an organization matures and experiences rapid growth. 

  • Experience working in either education technology and/or government organizations

  • Bonus points for experience working in the correctional or justice-focused nonprofit sector

Travel Requirements

Travel up to 50%. The amount of travel required for this position will vary over time and includes customer visits, industry conferences, and bi-annual company retreats in the Spring and Fall.

Physical Demands
No excessive physical demands required.

Other Details

  • Location: Remote

  • Salary: Commensurate with experience

  • Department: Role reports to the Chief of Staff and will be a part of the Operations team

Edovo is an impact driven nonprofit organization. We offer our employees a collaborative culture in a remote working environment, unlimited PTO, and paid benefits for team members and their families. We hire tenacious, innovative and passionate people and give them opportunities to grow and succeed. 

Teams with bold missions need diverse ideas to generate the most impact. For that reason, Edovo is committed to building diverse and inclusive work spaces. We don't discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. And yes, we believe in second chances.

 

If you have read this far in the job description and feel strongly you are the right candidate for this job, after applying through the Trinet Portal e-mail Edovo directly at accounts@edovo.org with "Senior Account Manager - Best Fit" in the subject line and tell us why you feel you are the best candidate for the role. 

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