Director of Account Management, Riipen

• 5+ years of experience in an account management role, ideally focused on account growth and expansion, either as an individual contributor or lead/manager
• 3+ years of experience leading and managing a sales or account management team required
• Experience in Ed-Tech or experience working in a SaaS organization
• Experience and comfort forming deep relationships with customers over the phone, email, and in person
• Excel working in a sales minded role, enabling the entire team to meet and exceed revenue targets through delivering exceptional, value add relationships with our accounts
• Have a data driven spirit; you understand metrics and KPI’s and this motivates you to achieve your goals
• Have an entrepreneurial spirit and enjoy working in a fast-paced, start-up environment where change is necessary for growth and success
• Possess strong problem-solving, organizational, and analytical skills
• Embrace Riipen’s values and model resilience in your leadership style

Desirable

• Riipen is hiring a Director of Partner Relationship Management to help us get there
• His individual will be a key member of the Partner Success leadership team, work closely with internal partners and customers on a day to day basis, and lead an existing team of Academic Account Managers (internally referred to as Partner Relationship Managers, or PRMs)
• Customer Retention
• Renewals and Growth
• People and Team Leadership
• Account Ownership
• Having a deep understanding of customer use cases and how Riipen’s solution addresses those use cases
• Having a relentless focus on measuring customer outcomes to demonstrate Riipen’s value
• Being laser-focused on retention of existing accounts and users to unlock growth opportunities
• Modelling high standards for continuous improvement and excellence in how we deliver value to our customers
• Develop and maintain expert level platform and product knowledge
• Design and implement best practices for customer engagement to ensure optimal, predictable and growing adoption of the Riipen solution with existing and new users
• Own and monitor account health and implement repeatable adoption strategies, interventions and save plays
• Cultivate advocacy across Riipen customers in increasing references and co-created thought leadership
• Maintain accurate renewal and expansion forecasts and pipelines
• Own a book of strategic customer accounts and model excellence for the team in your approaches to retain, renew and grow your accounts
• Recruit, retain and mentor high performing Partner Relationship Managers (Account Managers)
• Ensure the team is routinely sharing, iterating and optimizing best practices for relationship management
• Standardize repeatable renewal motions
• Identify and qualify cross-sell opportunities in partnership with sales
• Identify and execute customer upsell opportunities
• Provide coaching and guidance for negotiating customer renewals and upsells
• Act as a point of escalation for customer issues
• Champion operational standards for customer data management in our CRM
• Leverage best practices and innovative approaches in use of technology tools for customer engagement and supporting processes
• Advocate for customer needs within Riipen
• Reporting To: Jennifer Albrecht, VP Partner Success

• Stage 1: Application received
• Stage 2: Phone interview with VP, Operations
• Stage 3: 1st Interview
• Stage 4: 2nd Interview
• Stage 5: Final Interview