Account Manager II

About the Role

The Specialist II, Account Management (Account Manager II) is primarily responsible for the overall customer success of a defined set of customers within a specific geographic territory. The Account Manager will promote the use of Clearinghouse offerings to public and private higher‑ed institutions, educational organizations, state education agencies, and outreach organizations committed to ensuring student success. These organizations include governmental and other entities with a legitimate reason to use Clearinghouse services and data to monitor student progress or to examine trends that impact public policy.

You will support the regional approach to sustain and grow the Clearinghouse’s services to educational organizations and lead efforts within your territory to retain and grow business. In this role, you will manage the overall relationship with the Clearinghouse’s customer base within a specific geographical region and work directly with the Regional Relationship Manager for the same region. You will also support the field efforts related to business development and renewals with existing higher‑ed customers in your assigned region.

You will be the ideal candidate if you have a robust understanding of the higher‑ed industry and how verified data informs educational policy and program analysis. Traveling nationally (up to 25% of the time) is not a concern and you enjoy meeting current and prospective customers virtually and face‑to‑face.

Currently, this is a remote‑first position, and this position may be required to periodically work on‑site at our office and the frequency would depend on the department/division's requirements. Therefore, candidates must either reside within a reasonable distance to commute to our office or be willing to travel to our office in Herndon, when required.

• Demonstrate the Clearinghouse's core competencies:
  Customer Focus, Optimizes Work Processes, Collaborates, Communicates Effectively, and Be Open and Authentic.
• Responsible for the overall account management and customer success of existing higher-education clients within your territory.
• Conduct regular account reviews and training with higher‑ed institutions, systems and organizations to ensure clients are satisfied with their service and ensure they are maintaining all necessary information to get the most out of their accounts.
• Use a structured approach to understand client motivation, buying criteria, selection processes and solution preferences.
• Use a disciplined approach to prepare, set meeting objectives, dialog, position, handle objections, close and follow‑up to calls.
• Demonstrate proficiency in relating, questioning, listening, positioning, and checking to determine client needs and concerns.
• Serve as a strategic partner to build, grow, and maintain profitable and long‑lasting relationships with key accounts.
• Participate in major national and regional industry association and themed conferences.
• Build and execute a cadence of client value account reviews.
• Use opportunity management practices to prospect, qualify, propose, negotiate, contract, and provide ongoing support to clients.
• Recognize how new processes can help make the support of higher‑ed clients more successful and willingly provides input.
• Accurately record activities within Salesforce and other Clearinghouse systems.
• Regularly partner with others across the organization (e.g. product teams, implementation, legal, finance) to ensure shared objectives are met in growing/retaining a client.
• Identify and negotiate client requested changes and works with Legal to modify standard terms, as appropriate.
• Bring an outward mindset towards including others in solutioning while maintaining one’s own personal interests – demonstrates balance of self‑awareness and self‑determination to create better results.
• Demonstrate problem solving skills including brainstorming options, evaluation of alternatives, enlarging the potential benefits, building reciprocity, and employing objective standards.
• Develop and maintain relationships with key stakeholders within your clients to improve client satisfaction.
• Bring energy, curiosity, and…