TeachTown is the leading provider of education solutions for students diagnosed with autism, developmental and intellectual disabilities, emotional disorders, and speech/language impairments. Our growing team of professionals is seeking a Director of Account Management & Client Success. Reporting to the VP of Account Management & Client Success, this individual will lead and coach a team of Account Managers (AMs) and Client Success Managers (CSMs) who are responsible for successfully onboarding, maintaining and growing relationships with TeachTown clients. This role is a main face of the TeachTown organization and thus must show up every day ready to delight our clients and motivate our employees. We are looking for a customer-centric and experienced leader who has superb verbal and written communication skills and is comfortable defining new innovative processes with complex technical products. 

 

Key Responsibilities:

 

Strategy & Execution:

  • Develops and implements the overall Account Management and Customer Success strategy in coordination with TeachTown senior leadership and advises on potential opportunities and risks

  • Effectively organizes the team’s territories to ensure optimal coverage

  • Designs and implements processes and standard operating procedures to help the team reach and exceed annual renewal and growth targets

  • Models and coaches CSMs on on-boarding of new accounts to ensure a smooth Go Live experience

  • Serves as executive sponsor for key clients, developing a trusted advisor relationship and understanding their strategies and KPIs

  • Transforms clients into champions by developing and maintaining high levels of engagement and communication, conducting routine performance reporting, strategic planning, and executive business reviews

  • Maintain in-depth knowledge of school districts and high visibility with them, demonstrating quality contact with senior-level client stakeholders 

 

People Leadership:

  • Hires, coaches, and develops a team of AMs and CSMs focused on working with public school districts

  • Teaches and reinforces TeachTown sales methodology to advance needed sales and customer success skills 

  • Coaches AMs and CSMs on how to efficiently onboard, ensure customer success, and retain and grow client relationships

  • Models how to properly lead client facing meetings

  • Manages day-to-day operations of AM team including: maintaining an accurate forecast, managing escalations from direct reports, ensuring the delivery and documentation of high quality engagements throughout the customer lifecycle, and facilitating weekly one-on-one and team meetings

 

Operations:

  • Ensures all new clients are onboarded efficiently and are able to quickly get value from purchased products and services

  • Creates and maintains an updated forecast to predict future business performance and churn risk

  • Collaborate with cross-functional teams to ensure we constantly deliver value to our customers

  • Ensures all activities are accurately recorded in Salesforce

  • Participates in relevant industry forums and establishes a reputation and network within the wider education technology industry

  • Tracks and analyzes renewal and upsell activities to understand and capitalize on performance

  • Deliver regular reports to leadership on client health

 

 

Basic Requirements:

  • 7+ years of quota-exceeding performance selling or managing SaaS solutions, preferably in the EdTech space

  • 3+ years of experience managing at least 1 direct report - this includes hiring, performance management, and talent development.

  • At least 2+ years of experience designing and implementing strategic plans to successfully reach business targets

  • At least 2+ years of experience utilizing Salesforce, Google Suite and Microsoft Office

  • Consultative and solution-oriented sales mindset

  • Ability to deliver results, work within a “team first” environment and operate with an entrepreneurial spirit- You are the CEO of your team/territory.

  • Proven track record in meeting or exceeding performance and retention goals 

  • Excellent written/verbal communication and presentation skills with demonstrable ability to understand our programs and deliver successful presentations to decision-makers

  • Detail-oriented with the ability to learn quickly and manage multiple relationships while setting priorities and remaining organized 

  • Excellent negotiation and leadership skills

 

Preferred Education and Experience

  • Experience working in a startup organization

  • Experience working with customers in the Public Sector vertical, more specifically in K-12 education is strongly preferred

  • BS/BA degree strongly preferred

 

Additional Notes:

US Work Authorization Required

 

 

About TeachTown

Our mission is to measurably improve the academic, behavioral, and adaptive functioning of students with disabilities. TeachTown offers teachers, parents, and clinicians proven software, curriculum, tools, and strategies that can help them meet educational goals and increase every child’s intellectual and social functioning. Here at TeachTown, we are committed to research and evidence-based practices with an exclusive focus on serving the needs of children diagnosed with autism spectrum disorder, those with intellectual disabilities or developmental delays, and children with emotional and behavior disorders.

 

TeachTown’s solutions are based on the principles of applied behavior analysis, which is the only scientifically validated therapy for students with moderate-to-severe learning disabilities. In addition, the use of machine learning and data analysis enables our software to dynamically adapt curricula scope and provide personalized learning for each student, in a highly scalable manner.

 

TeachTown is supported by Bain Double Impact, the impact investing strategy of Bain Capital, a leading private equity firm. The business is headquartered in Woburn, MA.

 

All TeachTown employees are expected to display unquestionable integrity in every aspect of work and dealing with others. Respect for diversity and inclusion of all individuals is imperative to our business success, embedded in our culture and required.