Account Project Manager

Remote job

Full Time Mid-level / Intermediate
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BibliU
BibliU is a learning enablement platform that gives students access to the course materials they need from day one of class.
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Team: Customer Success
Reports into: 
Customer Success Dirrector
Contract Type: 
Permanent, full-time

Location: Remote - based in the UK


About BibliU


At BibliU, we have an audacious vision: the future of Higher Education is about ensuring all students have affordable access to their class content. To achieve this, we have built partnerships with thousands of publishers and created a Learning Enablement platform that is dedicated to making learning more equitable, effective, and efficient. Interested in helping us shake up higher education and make reading materials more accessible and learning more effective? Read on!


About our role


Our customers are at the centre of everything we do so this is a key role within our team. As our Account Project Manager, you will work your magic to ensure that our customers are supported in achieving their goals, that renewals occur seamlessly and that our customers are happy and retained. 


Your responsibilities


Account success and health

  • You will be responsible for managing up to 40 clients with a combined $4million ARR
  • You will develop a schedule of regular client meetings, with cadence depending on the size of the account and quarterly business reviews (QBRs). You will ensure we use these to provide customers with valuable updates that prove our value and increase account health.
  • You will create and manage appropriate documented customer success plans for all accounts and help them achieve their goals by engaging the right internal teams.
  • You will always maintain proactive, regular contact with accounts to drive adoption
  • You will maintain renewal forecast so that it is current with close dates, amounts and net amounts.
  • You will flag at risk accounts and proactively engage internal teams to deal with customer pain points
  • You will work with our Marketing team on campaign strategies for assigned market to drive usage and engagement
  • You will collect qualitative and quantitative feedback from customers in order to understand account health.
  • You will work closely with our Product team to help develop our customer offering. 


Project Planning & Execution

  • You will project manage all institutional implementations
  • You will create and manage implementation plans with customers, ensuring that they are feasible and that all stakeholders understand their roles in order to achieve success.
  • You will coordinate and facilitate Customer Implementation with Product Development, Content Operations and Business Development Rep for all necessary product integration installs
  • You will work with Content to match and maximise sell through of content at defined accounts
  • You will work closely with implementation reps and relevant departments to ensure implementations are executed in a timely manner according to project plans.

Account support

  • You will act as primary point of contact for any account related queries
  • You will interface with relevant internal teams (product, engineering, data) to ensure queries are actioned in a timely manner to ensure customer receives highest customer service

Renewals & Upsell

  • You will research new opportunities in current account base and refer to BD Rep for new business
  • You will renew existing accounts before their titles expire


Requirements


  • You know how to conduct yourself in a professional manner and give our customer an excellent experience
  • You have excellent communication skills, both written and verbal
  • You have outstanding presentation skills
  • You have gravitas - you can provide a level of confidence to C-level stakeholders and comfort around C-level execs
  • You have complete ownership of your accounts
  • You have a proactive approach - you anticipate your accounts' needs, issues and concerns before they arise
  • You put the customer first - you have a high orientation to customer satisfaction


Desirable:

  • Project Management qualification
  • Experience using project management tools (ClickUp, Trello)
  • Technical competency and experience using automation software



Benefits:


Our benefits are all aimed at supporting a healthy work-life balance and cultivating a company culture where you can bring your whole, human self to work.


Here's what we offer to our employees:

  • 35 holiday days (in addition to bank holidays)
  • 6 scheduled BibliU Wellness Day (on top of your annual leave and public holidays!)
  • Your birthday off (in addition to annual leave)
  • Flexible working
  • Private Medical Insurance
  • Enhanced maternity & paternity pay
  • Social & wellbeing events
  • Access to online learning platform


We strongly encourage candidates of all different backgrounds, experiences and identities to apply. Each new hire is an opportunity for us to bring in a different perspective and BibliU is committed to building an inclusive and supportive workplace where everyone can do rewarding work.

Job region(s): Worldwide/Anywhere
Job stats:  6  2  0
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