Job Description:
The Account Manager plays a vital role in Duarte's Academy Operations team, providing comprehensive support to Enterprise Account Directors by creating and managing Statements of Work (SOWs) and driving seamless workshop delivery processes.
This role serves as the primary point of contact for one designated Enterprise Account Director, adhering to standard operating procedures to ensure consistency and efficiency. With a focus on efficient workflows, accurate documentation, and resource coordination, the Account Manager ensures an exceptional client experience with operational excellence.
Key Responsibilities:
1. Contract and SOW Management:
* Reconcile SF inconsistencies and data integrity for compliance, updating relevant account information in SF.
* Create SOWs ready for submission: Manage standard and client SOW templates, collecting billing information and other details for correct invoicing/contracting.
* Manage redline conversations between internal teams: Pass legal redlines to contract managers with context, ensuring timely responses from internal teams.
* Knowledge of business terms: Review redlines, reconciling approved terms and attaching finalized SOWs to relevant opportunities in Salesforce.
* Document operational info and nuances agreed upon in SF accounts post-SOW finalization.
2. Support for Enterprise Account Directors and Workshop Success:
* Guide buyers and stakeholders through new customer/new brand onboarding, setting clear expectations and addressing questions proactively.
* Lead buyers and stakeholders through delivery and post-workshop processes, including facilitator assignments, material delivery, and learner communications.
* Provide technical setup, support, and tracking, gathering billing requirements and credit checks for assigned accounts.
* Add learner info to email drip campaigns for continued learning post-workshop.
* Take lead on problem-solving, engaging Duarte team members as needed to solve problems collaboratively.
* Delight customers with excellent communication, establishing mutual accountability with clients and Duarte team members.
* Provide project updates to internal and external stakeholders, preparing client-facing documents for enhanced satisfaction and engagement.
3. Serving Duarte and its Culture:
* Build trust and credibility with internal and external team members.
* Manage multiple work streams, coordinating calendars and resources for timely client responses and deliverables.
* Maintain accurate record-keeping in Salesforce and calendar invites to ensure up-to-date facilitators and producers.
* Stay current on Duarte training products, pricing plans, and marketing assets, sharing updates with prospects and customers.
4. Additional Responsibilities:
* Act as a producer when needed, resolving technical issues and enhancing learner engagement.
* Participate in initiatives to scale Academy offerings, including global expansion and train-the-trainer programs.
* Contribute to operational improvements enhancing client and stakeholder experiences, including efficiencies in contracting and project management.
Requirements:
To perform this job successfully, an individual must meet the essential duties listed below, with reasonable accommodations made for individuals with disabilities.
Education and/or Experience:
* 3-5+ years of experience in account management, customer success, or project management roles.
* Experience creating and managing contracts or SOWs preferred.
* Background in supporting enterprise-level accounts is a plus.
* A degree in Marketing, Communications, Journalism, Business Administration, or relevant field is helpful but not required.
* Exhibit Duarte values in all decisions and actions.
Skills Required:
* Strong organizational and multitasking abilities with meticulous attention to detail.
* Excellent verbal and written communication skills.
* Proficiency with CRM tools (e.g., Salesforce) and contract management systems.
* Ability to manage multiple stakeholders and prioritize tasks effectively.
* Collaborative mindset, building strong relationships across teams.
* Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
* Familiarity with project management tools and workflows.
Language Skills:
Ability to read and interpret documents, write routine reports, and speak effectively before groups.
Reasoning Ability:
Ability to solve practical problems and deal with changing variables in frequently shifting situations.
Physical Demands:
The physical demands described are representative of those required to perform the essential functions of this job, with reasonable accommodations made for individuals with disabilities.
Compensation:
Duarte focuses on providing a simple and transparent pay structure based on location, experience, and job-related skills.
Base pay is part of a total compensation package, including monthly stipends and benefits (including 100% subsidized medical coverage, dental, and vision for employees).
Base pay range per year: $61,304 - $79,696.