Lead, Account Management, K-12

IXL Learning, developer of personalized learning products used by millions of people globally, is seeking a customer-focused, hands-on, and motivated Account Management Lead to manage a K12 Account Management team. The ideal candidate understands the K-12 landscape and has experience in successfully leading customer success teams. This is an opportunity to build a positive team culture in working with your team as well as with teams across IXL Learning to provide best in class customer experience. 

In this role, you will work closely with IXL regional sales manager(s)/director to develop and execute a strategic plan for retention and upselling. Though you will not be managing customer accounts directly, you will be accountable for all customer accounts in your team’s region, ensuring they are appropriately serviced and  managed. You will empower and support a team of Account Managers, developing and leading initiatives aimed at propelling growth in our product user base, maximizing customer renewal and retention, while strengthening adoption within schools and districts. You will develop and lead our customer engagement strategies, including onboarding, implementation, and customer health checks, that result in retention and expansion, while exceeding renewal sales targets. #LI-TL2

As an Account Management Lead at IXL, you must have strong leadership skills and the ability to manage 5-10 team members to include key account managers, senior account managers and account managers. You are extremely organized, have strong communication skills, and are willing and able to work across teams effectively. You possess a project management mindset in order to work successfully with both internal teams and external customers. As a leader at IXL, you must be strong in managerial courage including, but not limited to, the ability to have difficult conversations, manage and communicate company expectations and best practices to your team and be trustworthy with confidential information.  

This is a full time position in our Raleigh, NC office. The work schedule for this role is Monday-Friday in the office with the option to work from home one day per week. 

WHAT YOU'LL BE DOING

• Leverage your project management skills to lead strategic planning and execution for customers across your team’s region, coordinating internal cross-functional teams and ensuring seamless project delivery
• Hire, onboard and train top talent for your team
• Manage, mentor and coach your team to achieve high levels of performance and professional development
• Own the ultimate success of IXL’s customers ensuring successful implementation, product adoption, retention, renewal and expansion 
• Work closely with internal teams to provide best in class customer service
• Develop and execute regional strategic plans for retention and upselling working closely with regional sales manager(s) or director
• Manage day-to-day operations of the team as it relates to the broader account management organization, including account and renewal planning and communication cadence, accurate forecasting, proposal and pricing negotiations and approvals, employee development and goal attainment
• Though an in office job for four days a week, must be available to work in the office all five days when needed
• Keep the team schedule running smoothly to ensure there is always someone available to cover each account
• Identify trends and opportunities to improve internal systems and processes along with customer feedback for product improvement/development
• Refine and continuously improve an end-to-end view of the customer journey
• Develop strategies, tactics and an operational plan for exceeding renewal and expansion sales goals on a consistent basis
• Serve as a customer advocate while effectively collaborating with internal, cross-functional teams including, but not limited to account services, professional learning group, sales management, professional services, marketing, and product management to ensure cohesive customer approach

WHAT WE'RE LOOKING FOR

• BA/BS degree
• 2+ years of experience in a people management role focused on project/account management
• 8+ years of experience in customer-facing roles such as Account Manager, Customer Success, Field Sales, Inside Sales or Renewal Sales
• Strong communicator with both internal and external teams
• Educational technology, classroom, educational sales, or related educational experience highly preferred
• MS Office, Google Suite computer skills. Salesforce experience a plus
• Strong leadership skills and the ability to build a positive culture
• Well organized, analytical, self-motivated and able to inspire and lead a high performing team while handling IXL’s rapid growth
• Demonstrated success at managing multiple tasks in a fast-paced environment
• Excellent ability to drive resolution of customer escalations, contract negotiations, and at-risk account mitigation 
• Aptitude for understanding a technical product and technical needs of customers; comfortable with technology and passionate about bringing technology into the classroom