Account Manager - WEST

ABOUT SWING EDUCATION:

Founded in 2015 by former K-12 educators and administrators, Swing Education is a leading platform assisting school districts in sourcing dependable, highly qualified substitute teachers. Recently recognized as the Most Innovative Company in Education by Fast Company and named a Great Place to Work in 2024, Swing continues to set the standard for excellence in the EdTech space.

At the core of our company stands a diverse and visionary leadership team. In the face of a nationwide teacher shortage, Swing believes that every classroom should have a teacher, and every student deserves uninterrupted learning. At Swing, we champion a fundamental belief: for our schools and students to thrive, our team must reflect the rich diversity of the thousands of students and educators we are privileged to serve. We are committed to creating a work culture that embraces inclusivity and belonging for every member of our present and future team. To learn more about Swing Education and our Core Values, please click here.

POSITION SUMMARY: Remote role with a high preference for candidates in the PST zone

As an Account Manager at Swing, you will thrive by building deep, trust-based interpersonal and professional relationships with our customers at public school districts and networks. You will help them develop strategies to succeed at filing teacher absences by leveraging Swing’s platform and substitute teacher marketplace, aligning Swing’s business imperatives with their goals to deliver an exceptional customer experience and revenue growth. You will be accountable and responsible for ensuring new customers have an excellent first experience with the platform and maximizing their happiness and success in getting the most requests posted and filled. You will work closely with Account Executives to function as a joint account team with an aligned goal of maximizing revenue across all clients, regardless of time with Swing. You will drive opportunities through tier and theme journey guidance, bringing in innovative strategies to be tried and eventually scaled once proven effective. This position covers our WEST territory across Northern California, Southern California, Arizona, and Texas.

To succeed in this role, you must be an expert at building business relationships, understanding the customer’s needs, and being able to balance account retention and revenue expansion with customer delight. 

The base salary for this role is $86k to $92k (Total compensation with variable is $107k to $117k)

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

Relationship Management (25%)

• Prevent, foresee, and resolve customer issues to retain happy, active schools (logo and revenue retention is a KPI)
• Establish and maintain relationships with key account stakeholders (e.g., CHROs, Principals, Sub Coordinators, etc.).
• Maintain trust and collaboration with everyone who matters in an account, but especially the decision-maker and Sub Coordinator or equivalent.
• Able to bring the decision maker to an important meeting.
• Able to backchannel with the Sub Coordinator for feedback or to get the inside track on their sentiment.
• Internally at Swing, you effectively leverage your account team members to deliver customer success.
• Customers generally like you and find you trustworthy, helpful, and informative. 
• Rapidly escalate priority incidents (e.g. sub safety) to relevant support team without delay

Customer Insights and Documentation (25%)

• Always know and keep updated in HubSpot: School calendar, account sentiment, current budget, future budget outlook, number and pay rate of internal subs, usage and sentiment about other agencies. (this will be a KPI)
• At minimum, the above will be updated quarterly // even better if aligns to school calendar
• Ongoing validation and discovery of customer pain points, involving AEs for growth opportunities and sharing insights to your PM to inform the product roadmap.
• Log call/meeting notes and document insights in HubSpot, including future needs and account updates.
• Keep the company apprised with diligent HubSpot documentation and presenting in internal meetings
• Collect and share territory/market insights to help AE peers and company broadly better know our target market (ie state lines matter)

Account Expansion & Adoption (50%)

• Activate additional sites within existing districts to drive expansion (% schools is a KPI)
• Track and deliver results against customer expectations (# of expansion deals is a KPI)
• Maximize ongoing success through appropriate customer journey cadence and sequences (NPS is a KPI)
• Motivate all sites to use our product (% schools is a KPI)
• Motivate their entire sub pool – including internal subs – to come aboard the product (% subs is a KPI)
• Ensure all district users are effectively using the Swing platform and its features.
• Share feedback to the PM on your account team to inform the product roadmap.
• Configure site-level access based on centralized vs. decentralized setups, e.g. adding view-only users if the account wants to delegate sub feedback. (% onboarded schools is a KPI)
• Enable relevant product features and manual efforts to maximize revenue, e.g. by fully onboarding the account at the school level so that subs know how to show up.

REQUIREMENTS AND QUALIFICATIONS: 

• You excel at building relationships by establishing rapport, listening, and earning your customers’ trust.
• Experience in education or EdTech a strong plus
• You are willing to travel to get to know your customers in person, whether at their offices, conference, and other industry or Swing events
• You possess the skill to efficiently operate by effectively prioritizing tasks and seamlessly transitioning between contexts in a dynamic, fast-paced setting.
• You demonstrate a proactive approach, actively navigating and influencing situations rather than reacting passively.
• You are driven to exceed customer expectations
• Must reside within our WEST territory (California, Arizona, Texas)