Account Manager

Role Overview

• 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
• 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
• 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 (e.g., Routing, Operations, Vendor Management, Billing & Invoicing)
• 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
• 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 decision
• Track contract status, payments, and outstanding items; escalate as needed
• Proactively manage renewal timelines, identify risk signals, and lead renewal conversations
• 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

• 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.

Benefits

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance