Senior Account Manager

Hickory is an educational software company focused on building a better way to learn. The software predicts when you’re likely to forget, and can keep that from happening. We sell our software to customer service teams at medium to large enterprises and use the data to transform the way people learn.

We’ve hit our sales growth spurt and alongside increasing the size of the sales team we’re looking to hire an experienced Sr. Account Manager to build and manage customer success team.

This manager, and his or her growing team will:

• Manage Client Onboarding
  • Orienting teams on how to use the company’s platform.
  • Helping the client find the best use case to prove ROI.
  • Working with each client to develop the design of their curriculum as well as individual lessons.
  • Besides orienting there is a fair amount of "training" here of how to think about ID in Hickory
• Operationalize the onboarding of clients to develop a funnel and best practices.
  • Taking the manual nature of our onboarding and productizing it
  • Decreasing onboarding time for customers
• Facilitate expanded client use of the platform through ongoing support.
  • Helping clients find new use cases for the platform, help spread Hickory to new teams within the organization.
• Analyze data from client use and review data reports with clients.
  • The more comfortable you are with data and spreadsheets the better. Excel skills a massive plus here.
• Oversee user feedback process and communicate findings to product development team.
• Develop KPI's and metrics to measure success, share best practices, identify churn and set team goals.
• Run operations and implement technology to monitor key metrics, keep track of client conversation.
• Run product support for inbound request from clients and end users.
• Monitor retention and usage of the product to spot red flags and remedy solutions.

This is a senior position, reporting directly to the CEO and will participate in all high level meetings around product, company direction and sales.

Ideal candidate is someone who can / will do the job themselves, develop a repeatable process for client success and then hire a team under them to implement the process they’ve developed. Comfort with autonomy is a must.

This is an opportunity to be part of the cutting edge in EdTech, working with a small, committed and fun team in a successful company.

Applicants should be highly motivated and organized with excellent communication skills. Minimum of 3-5+ years experience in corporate training and/or EdTech that includes extensive contact with clients / client management.

All your information will be kept confidential according to EEO guidelines.