Account Manager (West)

Position Overview The Account Manager is the primary owner of day‑to‑day relationships and service delivery for assigned schools. This role combines customer relationship management, operational execution, and system ownership. You will be responsible for ensuring transportation services run effectively, issues are resolved promptly, and schools experience consistent, high‑quality support. This is a hands‑on, fast‑paced role that requires comfort with ambiguity, urgency, and operational detail. Success requires strong judgment, responsiveness, and the ability to coordinate across multiple internal teams. What Success Looks Like Strong, trust‑based relationships with school stakeholders; confidence leading operational and strategic conversations Reliable service delivery with minimal escalations Proactive identification of risks and opportunities using operational data Accurate, detail‑oriented, and timely execution of student transportation changes and requests Confidence in contracts, invoices, and financial structures, with the ability to answer questions and ensure accuracy Clear, proactive communication with all stakeholders High customer satisfaction and contract renewals Location Candidates must reside in the Phoenix or Las Vegas metro area to support on‑the‑ground school partnerships (remote‑first role with weekly in‑person responsibilities at schools) Ability to travel within the broader West region as needed, occasional out‑of‑region travel (1–2x/year) Account Ownership & Relationship Leadership 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 Transportation Strategy & Service Design 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 Service Execution & Issue Resolution 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 (Routing, Operations, Vendor Management, Billing & Invoicing) Data‑Driven Account Management 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 Contract, Budget, & Renewal Ownership 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 decisions Track contract status, payments, and outstanding items; elevate as needed Proactively manage renewal timelines, identify risk signals, and lead renewal conversations Platform Ownership & Operational System Management (TOMS) 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 Education & Experience 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 Core Competencies Mission Alignment – Motivated by improving outcomes for schools and families and contributing to a meaningful, service‑oriented mission Ownership & Results Orientation – Takes full ownership of accounts and follows through on issues end‑to‑end, prioritizing effectively to drive outcomes Service Mindset – Maintains professionalism, care, and accountability in all interactions, including challenging situations Operational Rigor – Strong attention to detail and ability to manage complex systems, data, and processes Strategic Thinking – Anticipates needs, prioritizes what matters most, and drives thoughtful decisions around service design, routing, and account performance Interpersonal & Relationship Management Skills – Builds trust with a wide range of stakeholders and leads conversations with clarity and confidence Communication – Clear, direct, and responsive across internal teams and school partners Adaptability – Comfortable operating in a fast‑moving, ambiguous environment Collaboration – Works effectively across teams to drive outcomes Benefits Salary Range: $50,000 – $80,000, per year 401(k) Dental insurance Flexible schedule Health insurance Paid time off Parental leave Vision insurance #J-18808-Ljbffr