• Serve as the primary point of contact for clients using Wiley Partner Solutions Workflow products • Manage client relationships, triaging and resolving support inquiries, escalating issues when necessary • Provide training on platform use • Play a pivotal role in the onboarding of new clients to Research Exchange • Ensure customer can use the platforms with a minimum of disruption • Identify and resolve platform issues • Ensure clients’ end users have a positive experience with platforms • Understand the status and progress of reported issues and requested developments • Gather valuable feedback about the features and operation of the platforms • Demonstrate value of services to clients • Cross train colleagues to provide backup and integrated support with other services • Contribute to operationalizing the Research Exchange onboarding process

What Will Your Job Look Like? The Vendor Account Manager will have ultimate responsibility for delivering a high level of service to our vendors every day, ensuring high operational standards and vendor satisfaction within an assigned geographic area. The Vendor Account Manager would own the day to day interaction with the vendors, acting as an Account Manager to build and sustain strong working relationships with cross functional departments and assigned Providers. The Vendor Account Manager would also act as the single point of contact for vendor escalations and ensure appropriate resolution. This role is key to the success of a successful relationship with our Transportation Providers. Location: Candidates must reside in the State of New Mexico. Some travel will be required. What You’ll Do: - Work with the Transportation Provider (TP) to follow through on service issues, troubleshooting problems and concerns, complaints and education - Utilize data to develop and deliver performance improvement plans (PIP) - Coordinate and conduct monthly provider performance evaluations - Conduct off boarding for providers not meeting standard expectations - Serve as the first point of contact for all vendor service requests and escalations - Own the day to day vendor interaction and satisfaction - Conduct on site vehicle inspections and provider audits to verify compliance with MTM and HIPAA guidelines - Deliver timely, accurate and professional operational support to all vendors within a specified geographic area and Service Level Agreements - Demonstrate proactive leadership by working with internal MTM teams and external client teams, when necessary, to ensure complete resolution of TP issues - Demonstrate proficiency by providing effective consultation to TP’s and guidance to internal team members - Utilize Salesforce as the single source of truth for managing vendor interactions and credentialing compliance - Recognize opportunities to educate TP’s contacts on MTM processes when necessary - Build and sustain a strong working partnership with assigned transportation providers - Assist with/participate/facilitate regular provider town hall meetings - Handle inbound service requests and ensure that they are properly assigned or addressed - Liaise with other internal departments as required to resolve vendor’s issues and questions - Provide ongoing support to transportation providers regarding claims, payments, eligibility, utilization management or any other questions impacting provider performance - Meet or exceed assigned KPI’s and business objectives - Meet all provider compliance requirements, including but not limited to inspections, audits and credentialing, ensuring non-compliant Vendors are not performing services for MTM - Submit provider configuration changes to data management team and partner with them to ensure vendor is set up properly in the systems What You’ll need: - High School diploma or GED - College Degree or equivalent work experience - Minimum 2 years’ experience as an Account Manager or relevant related experience - 1-2 years’ operational experience - Must possess a valid driver’s license Skills: - Demonstrate excellent time management skills - Knowledge of transportation logistics - Demonstrate excellent time management skills - Persuasive negotiator - Must be able to conduct inspections, audits, communicate issues, and corrective actions from an authoritative position but with professional courtesy - Moderate skills in Microsoft Office - Analytical in using data to drive operational and cost improvement - Demonstrate a high level of ownership - Must be able to demonstrate strong customer service skills - Ability to maintain positive and team focused during high stress situations - Strong ability to pay attention to detail - Excellent communication skills - Ability to maintain high level of confidentiality - Must be able to communicate with staff of all job levels professionally - Ability to prioritize assigned projects, incidents, and requests - Ability to identify with customers' needs and circumstances - Ability to recognize, handle and refer situations of an emergent nature - Adhere to all MTM established protocols and policies - Regular attendance Even better if you have... - Experience in Project Management and/or Contract Negotiations is preferred - Experience in Cost Management is preferred What’s in it for you: - Health and Life Insurance Plans - Dental and Vision Plans - 401(k) with a company match - Paid Time Off and Holiday Pay - Maternity/Paternity Leave - Casual Dress Environment - Tuition Reimbursement - MTM Perks Discount Program - Leadership Mentoring Opportunities Salary Min: $47,920 Salary Max: $55,000 This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss this with us as you move through the selection process. Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law. If you are in need of accommodations, please contact MTM’s People & Culture. #MTM

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Account Director at CommerceIQ will be a strategic leader responsible for driving customer satisfaction, adoption, and retention. This role requires a deep understanding of the Retail and CPG industries, exceptional project management skills, as well as the ability to manage complex customer relationships at the executive level. The ideal candidate will be passionate about customer success, demonstrate strong commercial acumen, and possess the expertise to lead cross-functional teams in delivering exceptional customer outcomes. The role reports to our VP of Customer Success. This is a remote position with a strong preference for candidates based in either the New York City tri-state area, Chicago, St. Louis, or Boston. We are also considering candidates in Philadelphia, Atlanta, and Cincinnati. We are not currently considering candidates outside of these areas due to where our clients are located. Up to 50% travel is expected with this role. What You'll Do - Account Ownership: - Own the overall CIQ account strategy, planning, and executive engagement cadence. - Deepen CIQ’s strategic partnership with customers through business reviews and use-case workshops that tie product capabilities to measurable business outcomes. - Track value realization on your accounts and proactively identify new opportunities to expand engagement and impact. - Strategic Problem Solving: - Go beyond surface-level issues to uncover customers’ root business challenges and desired outcomes. - Translate complex needs into clear, actionable solutions and scalable frameworks. - Identify and lead internal initiatives to continuously improve customer success processes. - Executive Management: - Build and maintain multi-threaded, VP+ relationships across customer organizations. - Engage as a trusted advisor, constructively challenging customers when necessary to align with optimal outcomes. - Lead executive-level business reviews and long-term strategic planning sessions. - Commercial Negotiations: - Develop compelling value propositions that demonstrate clear ROI and business impact. - Independently lead renewals and negotiate contract terms, while identifying upsell and cross-sell opportunities. - Collaborate with sales account executives to align on customer goals and expansion opportunities. - Manage escalations and SLAs to preserve long-term customer trust. - Analytical & Technical Depth: - Leverage analytical acumen to identify performance trends, uncover root causes, and recommend platform-driven solutions. - Use analytical frameworks to validate hypotheses, quantify ROI, and monitor account health. - Collaborate with product and data science teams to surface insights that influence roadmap prioritization and customer automation opportunities. - Champion usage within the customer base guiding teams on how to operationalize insights from CIQ’s AI-driven analytics. - Cross Functional Leadership: - Orchestrate cross-functional teams to deliver customer outcomes with excellence, even without direct authority. - Champion the customer’s voice internally, driving accountability and collaboration across functions. - Foster a culture where we win as a team, balancing empathy, clarity, and a results-oriented mindset. - Metrics-Driven Account Management: - Use data-driven insights to assess customer health, identify risk, and drive proactive engagement. - Implement scalable success plans that increase satisfaction, adoption, and retention. - Maintain a strong focus on product-enabled outcomes and quantifiable value creation. - Conduct regular and data-driven reviews of customer health. - Thought Leadership: - Serve as a thought partner to customers, providing insights and guidance to both internal teams and customers. - Stay ahead of industry trends, competitive moves, and emerging technologies to anticipate customer needs and guide innovation. Qualifications - 8+ years’ experience in consulting, account management, customer success, or a related field within analytics, SaaS, or e-commerce. - Experience at a top consulting or analytics firm, or within a leading CPG, Retail, Amazon, or SaaS organization serving those sectors. - Strong understanding of the CPG and e-commerce landscape, with proven ability to deliver measurable business impact. - Exceptional strategic and analytical problem-solving skills; adept at translating insights into actionable plans. - Executive presence with outstanding communication, influencing, and relationship-building skills. - Demonstrated commercial acumen with a record of successful renewals, upsells, and contract negotiations. - Proven leadership and collaboration skills, able to motivate and align cross-functional teams toward shared goals. - Data-driven decision-making mindset; adept at interpreting metrics to drive continuous improvement. - High bias for action, entrepreneurial energy, and comfort operating in ambiguity. - Bachelor’s degree in Engineering, Economics, or a related field; MBA preferred. - Willingness to travel and engage directly with customers. Benefits - The typical base pay range for this role across the US is: $162,200 - $195,000/per year. - In addition to salary, there is a 15%-20% cash bonus, along with an equity package provided as high potential pre-IPO stock options. - This base pay range may be inclusive of several career levels at CommerceIQ and will be narrowed based on a number of factors including the candidate’s experience, qualifications, and location. - Base salary is just one part of your total rewards package at CommerceIQ. You may also be eligible for long-term incentives, in the form of company stock options, as well as potential discretionary bonuses. - Comprehensive medical, vision, and dental coverage. - A 401(k)-retirement plan. - Short & long-term disability insurance. - Life insurance. - Paid parental leave. - Monthly reimbursements for gym, phone, and internet. - 10+ paid company holidays in each calendar year and unlimited PTO.

• Own and Close Strategic Utility Deals • Develop, advance, and close complex enterprise partnerships with utilities. Own the entire sales lifecycle—from opportunity creation and early stakeholder engagement through proposal development, contract negotiation, and deal closure. • Create and Drive Pipeline • Build and maintain a robust pipeline of qualified opportunities across utilities. This role requires a proactive hunter mentality: identifying whitespace, creating urgency, and converting interest into executed agreements. • Market Creation & Strategic Positioning • Help utilities understand the value of residential virtual power plants and flexible load resources. Translate emerging grid challenges—capacity constraints, electrification, reliability needs—into actionable opportunities for Renew Home solutions. • Executive Relationship Building • Establish trusted relationships with senior leaders across utility organizations, including executives responsible for grid planning, demand response, DER strategy, regulatory affairs, and innovation. • Navigate Complex Utility Ecosystems • Work across utilities, DER platform providers, program implementers, regulators, and market operators to align stakeholders and move deals forward in complex, multi-party environments. • Represent Renew Home in the Industry • Actively engage in industry events, conferences, and working groups to expand Renew Home’s presence and identify new opportunities to advance virtual power plants and grid flexibility. • Cross-Functional Collaboration • Partner closely with internal product, regulatory, marketing, and customer success teams to ensure customer needs are translated into scalable offerings and successful program deployments.