SIP - Customer Account Manager developing and implementing sales strategies in the B2B telecom market. Engaging wholesale customers and driving sales success in a hybrid work environment.
About the role
- Account Manager overseeing transportation service delivery for multiple school districts in the Midwest. Building client relationships and ensuring effective operational execution for student transport.
Responsibilities
- Serve as the primary owner of assigned school accounts, responsible for both service quality and overall account health
- Build strong relationships with school leaders and confidently lead both operational and strategic conversations
- Set clear expectations, communicate proactively, and maintain trust through consistent follow-through
- Identify risks early and manage sensitive conversations with professionalism
- Develop a deep understanding of each school’s transportation model, including routing structure, vendors, student needs, and service constraints
- Advise schools on routing strategy, service design, and operational tradeoffs
- Translate school needs into effective operational plans in partnership with routing and operations teams
- Continuously assess and improve service design over the course of the year
- Own day-to-day service delivery and ensure transportation services run effectively
- Monitor performance, investigate issues, and drive timely resolution
- Manage escalations with urgency and strong judgment
- Ensure ongoing service changes (e.g., student routing updates) are handled accurately and on time.
- Coordinate across 4MATIV teams to ensure strong service delivery in all areas (e.g., Routing, Operations, Vendor Management, Billing & Invoicing)
- Use operational data and service reports to monitor performance and identify trends
- Translate data into insights and recommendations for schools
- Prioritize work based on performance signals and account needs
- Use data to proactively address risks and improve service outcomes
- Understand and communicate key contract terms and pricing structures to schools
- Review and quality-check invoices before delivery; respond to questions with confidence
- Lead regular budget conversations, clearly explaining the financial impact of service and routing decision
- Track contract status, payments, and outstanding items; escalate as needed
- Proactively manage renewal timelines, identify risk signals, and lead renewal conversations
- Own the accuracy and integrity of 4MATIV’s TOMS platform as the system of record for all transportation services
- Configure and maintain system setup, ensuring all service changes are reflected accurately and on time
- Train and support school staff, driving consistent and effective platform usage
- Identify and resolve system or data issues in partnership with internal teams
Requirements
- Bachelor's degree in business, marketing, or a related field preferred.
- 3+ years of experience in customer success, account management, operations, or service delivery role in a complex environment.
- Experience working with schools and/or transportation operations is a plus.
- Proficiency in both Microsoft and Google product suites.
Benefits
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
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