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Wordwall

Create better lessons quicker

Schools Account Manager

Account ManagerSalesFull TimeRemoteSeniorTeam 11-50Since 2012H1B No SponsorCompany SiteLinkedIn

Location

Philippines

Posted

82 days ago

Salary

0

Seniority

Senior

3 yrs expEnglish

Job Description

Schools Account Manager

Wordwall

• Proactive retention & renewal management • Own the renewal process for school accounts • Contact customers in advance of their contract end-dates to discuss renewal options and ensure retention • Design and manage automated email workflows to remind administrators about upcoming renewals • Monitor usage data to identify "at-risk" schools (low usage) and intervene before they churn • Onboarding & adoption • Engage with new school customers immediately after subscription to ensure they are set up correctly • Drive adoption by ensuring purchased licenses are actually assigned to teachers • Create resources or templates that help school administrators understand how to get the most out of the platform • Financial administration & friction removal • Act as the bridge between the School and our Finance team to ensure smooth payment processing • Investigate and resolve payment discrepancies, specifically matching bank payments to open invoices to prevent service interruption • Assist schools with vendor forms, tax documents, and invoice queries to remove administrative barriers to purchase • Specialised customer support • Handle a portion of the general support queue, specifically focusing on tickets related to school plans, license management, and billing • Serve as an escalation point for complex B2B queries from the wider support team

Job Requirements

  • Experience: Minimum of 3 years’ experience in Customer Success, Account Management, or a B2B Customer Support role (SaaS experience preferred)
  • Commercial mindset: Understanding of the customer lifecycle and the importance of churn reduction.
  • Tech-savvy & process oriented: Comfortable working with data and CRM tools. You are capable of managing workflows for thousands of customers, not just one-off emails
  • Financial literacy: Comfortable dealing with invoices, purchase orders, and basic reconciliation tasks
  • Communication: Excellent written and spoken English (C1/C2 level) with the ability to negotiate and persuade, not just troubleshoot
  • Remote work: Proven ability to work independently in a fully remote environment with a reliable Internet connection
  • Desirable:
  • Experience using support / CRM platforms (e.g. Zendesk, Intercom, HubSpot) to set up automated sequences or macros
  • Experience in the EdTech sector or working with schools (understanding school budget cycles and procurement processes)
  • Background in identifying upsell opportunities (e.g., noticing a school needs more seats and facilitating that growth)

Benefits

  • 30 days' holiday per year
  • 100% remote & flexible working #LI-Remote
  • Social events and annual meet ups

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