Customer Success Account Manager

Why Join KEV?

• Work in an industry that benefits children, parents and schools
• Do meaningful and purpose-driven work, and make a real impact
• Join a quickly growing organization with real opportunity for learning and growth
• Passionate and accessible leadership team that cares about people, personally and professionally

Job Description:

The Customer Success Account Manager acts as a trusted advisor to the KEV customers in their region and guides their success with KEV SchoolCash products. The Account Manager works closely with the district School boards to increase the adoption and usage of SchoolCash products and is accountable for revenue growth within their accounts. This role requires that the Account Manager have a strong SaaS (Software as a Service) background, business acumen, and communication skills. The Account Manager must also effectively collaborate with the Regional Account Director and a wide array of internal teams (Support, Sales, Marketing, Product Development) to represent their customers and optimize the customer experience.

Responsibilities:

• Manage the customer portfolio for the region, truly understanding the accounts and acting as a trusted advisor to ensure their successful adoption and usage of KEV’s solutions
• Drive value realization, ensuring customers get the expected value and Return on Investment (ROI) from all of their KEV products
• Advocate and represent the voice of the customers, sharing with internal teams their feedback, ideas and interests with respect to topics that include product, services and support.
• Proactively monitor and assess customer health, product usage and adoption, operating with a zero-churn mindset to ensure retention.
• Expand revenue growth within accounts through upgrades, cross-sell/add-on sales and increased transactional usage
• Plan for, and lead regular customer meetings and annual, semi-annual or quarterly business reviews.
• Identify account expansion and growth opportunities and participate in upsell/cross-sell initiatives
• Partner with Sales and Marketing in an advocacy capacity to generate references, case studies and partnership opportunities with customers.
• Participate in industry and company-held customer conferences such as user group meetings, UCC and ASBO

Requirements and Skills:

• 3+ years of experience managing customer relationships, including some upsell/cross-sell experience
• Ability to establish and foster relationships at multiple levels in an organization
• Proven ability to advise on and facilitate product adoption
• Self-driven with the energy and resilience to perform consistently and at a high level in a fast-paced, complex environment
• Previous experience conducting quarterly business reviews (QBR)
• School accounting, bookkeeping domain knowledge is an asset
• Experience working with cross-functional teams and collaborating to deliver an optimized customer experience and drive value for the customer
• Excellent written and verbal communication
• Strong presentation and problem-solving skills
• Must be able to travel up to 50% at times